Support Automation Engineer I at Certn

At Certn, we’re changing how trust works with The World’s Easiest Background Check. We’ve raised $127M+, earned Deloitte Fast 50™ recognition three years in a row, and we’re still only scratching the surface. Our goal is straightforward: help people move faster - into jobs, homes, and opportunities - by simplifying the path to trust.

We’re not a traditional background screening company. We’re a team of curious, collaborative builders who care about solving real problems for real people. We challenge each other, move fast, and have fun doing it.

If you want to grow, make an impact, and help shape products used by millions, this is your place. Let’s build what’s next, together.

The Role: Support Automation Engineer I

The Support Automation Engineer is responsible for efficiently resolving technical support tickets by applying software engineering principles and AI-assisted technologies. They diagnose, debug, and engineer software-centric solutions, often writing or modifying code, developing automation, and integrating AI tools into workflows to resolve problems effectively and sustainably.

In this role, you’ll apply your software development experience - including debugging, scripting, understanding systems, and using engineering judgment - to both fix issues in production systems and build tooling that streamlines the support process. You’ll leverage AI not as a replacement, but as an augmentation of your engineering capabilities to accelerate investigation, generate accurate responses, automate repetitive tasks, and contribute toward scalable support solutions. This combination ensures high-quality outcomes for customers and elevates the support organization’s technical maturity and efficiency.

This position follows standard business hours in your local time zone (generally 9:00am - 5:00pm). Given our globally distributed team, some flexibility may be required to accommodate collaboration across Pacific and GMT time zones.

This is a live role and we are planning to fill it as soon as possible.

What You’ll Be Doing (and Crushing)

Technical Support

• Resolve the root cause of technical problems escalated from client-facing teams

• Stay up to date on product training and technical knowledge

• Ensure proper internal tagging and administration to identify support drivers for the product team

• Communicate and escalate emerging issues with Engineering (SRE) and Product teams via approved escalation paths

• Share feedback with Support Specialists and Team Leads for specific tickets that could have been resolved by Tier 1 but were escalated to Tier 2

• Contribute to the team's customer satisfaction metrics delivering feedback levels in line with SLA

Support

• The Support Automation Engineer handles frontline support via email when there are scheduling gaps or unexpected volume spikes

• Assist in the support team as a mentor, trainer or technical coach as needed

• Participate in and assist with Support’s strategic projects as needed

Operational Excellence, Collaboration & Continuous Improvement

• Act as point of contact for and become an expert in troubleshooting Support issues

• Help identify opportunities for process and product improvements within the Certn Support team and make recommendations to management and leadership

• Document Technical Support processes and troubleshooting guides for other client-facing teams in Guru

• Help identify opportunities for improvement to Certn Help public self-help documentation and work with Knowledge Management stakeholders to implement improvements

What You Bring to the Table

• Exceptional written and verbal business English, with the ability to communicate clearly and professionally with both technical and non-technical audiences.

• A Computer Science degree (or equivalent).

• Minimum of 2 years of experience in technical support, customer service, or fast-paced SaaS/technology-driven environments.

• Strong technical troubleshooting and problem-solving skills, with the ability to diagnose root causes, analyze complex issues, and resolve them efficiently.

• Experience working within defined SLAs, with the ability to prioritize and manage multiple cases effectively.

• Proven ability to escalate, track, and manage critical issues effectively, ensuring timely resolution and customer satisfaction.

• Experience working cross-functionally with support, product, and engineering teams.

• Hands-on experience creating and maintaining troubleshooting guides, FAQs, and internal documentation, with a high level of accuracy and attention to detail.

• Familiarity with CRMs and ticketing software such as Zendesk, Atlassian products, and other SaaS tools commonly used in customer support.

• Strong client-facing experience handling inquiries via live chat, email, and phone, with a passion for delivering exceptional service.

• Comfort working in fast-paced, ambiguous environments, with the adaptability and learning agility to quickly master new tools, technologies, and processes.

• A proactive mindset with the desire to “roll up sleeves” and get the job done, ensuring tasks are completed to a high standard.

• Passionate about delivering exceptional customer experiences and contributing to process improvements that enhance team efficiency.

If you meet most, but not all, of the qualifications listed above, we still encourage you to apply. We recognize that strong candidates come from a wide range of backgrounds and experiences, and we value the diversity of perspectives that brings.

Our Culture

We’re a remote-first company with a high-performance edge. We value hustle, hunger, and helping each other win - but we also have a strict no-jerk policy. Ambition here is about lifting people up, not stepping on toes.

• We think like owners and execute with urgency.

• We’re customer-obsessed and always learning.

• We give real feedback and hold each other to high standards.

AI in Our Culture

We’re AI enthusiasts. From Ops to Legal, Product to People & Culture, we use AI to move faster, make smarter decisions, and build better experiences.

We believe in using AI intentionally - ethically, creatively, and always in service of delivering more for our customers and each other. Don’t worry if you’re not an expert; curiosity and a willingness to learn matter most.

How We Hire (and How We Use AI)

At Certn, we use AI tools to support our recruitment process, including helping us organize and review applications to identify early matches based on role criteria. These tools assess the information you provide, such as your skills, qualifications, and experience.

That said, all hiring decisions involve human judgment and oversight.

Your personal information will be collected and processed in accordance with our Privacy Policy, which explains what data we collect, how we use it, how long we will retain it, and your rights to access, correct, or request a human review of any automated decision.

Tip: Show us the real you. We encourage you to apply authentically and avoid relying solely on AI-generated responses, especially during interviews. We want to get to know you and not your Generative AI tools!

What’s In It For You

• Time Off: 32 paid time off days per year

• Remote Life Perks: One-time $500 Work From Home Stipend

• Growth Fuel: $1,000 in Professional Development budget per year

• Ownership & Impact: Your work matters and you’ll see it touch millions

Come As You Are

We’re committed to building a workplace that’s diverse, inclusive, and empowering for all. If you need accommodations to support any special needs at any stage of the recruitment process, just let us know - we’ve got you.

One Last Thing…

Just so you know, the selected candidate will be required to complete a background check. This means you will get to see first hand what we do (and trust us, we do it REALLY well)!