Support Automation Engineer I at Certn

At Certn, we are redefining how trust is established through the world’s easiest background check process. Having secured over $127 million in funding and earning a spot on the Deloitte Fast 50 list for three consecutive years, we are still just getting started. Our mission is to help people move forward into new jobs, homes, and opportunities by simplifying the path to trust. We are a team of curious, collaborative builders who move fast, solve real problems, and maintain a high-performance culture without the ego. If you are looking to grow your career and make a tangible impact on products used by millions, we invite you to build the future with us.

Key outcomes

• Resolve complex technical issues by performing root cause analysis on escalations from client-facing teams.
• Apply software engineering principles, including debugging and scripting, to fix production issues and build internal tooling.
• Integrate AI tools into support workflows to automate repetitive tasks and accelerate investigation times.
• Document troubleshooting processes and maintain public self-help documentation to improve the customer experience.
• Collaborate with Engineering and Product teams to escalate emerging issues and provide feedback on product drivers.
• Maintain high service standards by meeting customer satisfaction metrics and adhering to established service level agreements.
• Provide mentorship and technical coaching to support team members while assisting with strategic projects.

Requirements

• A degree in Computer Science or an equivalent field.
• At least 2 years of experience in technical support, customer service, or a fast-paced SaaS environment.
• Strong proficiency in technical troubleshooting, debugging, and software engineering concepts.
• Exceptional written and verbal communication skills in English, suitable for both technical and non-technical stakeholders.
• Hands-on experience with CRM and ticketing platforms such as Zendesk and Atlassian tools.
• Proven ability to manage multiple cases effectively while working within defined service level agreements.
• Adaptability to thrive in a fast-paced, ambiguous environment with a proactive, hands-on approach to problem-solving.

Compensation

We offer a remote-first work environment that supports your professional and personal well-being. Our benefits package includes:

• 32 days of paid time off per year.
• A one-time $500 stipend to support your home office setup.
• An annual $1,000 budget dedicated to your professional development.
• The opportunity to contribute to a high-growth company where your work directly impacts millions of users.

How to apply

If you are ready to apply your engineering skills to support automation and help us build the future of trust, we would love to hear from you. Please submit your application to be considered for this role. We value diverse perspectives and encourage you to apply even if you do not meet every single requirement listed. We look forward to getting to know you.