Support Engineer • Mid-Level

Who you are

You have a strong background in support operations and automation, with experience in designing workflows that enhance efficiency and scalability. You understand the importance of customer support and have a knack for identifying patterns in support requests to drive improvements. Your technical skills include proficiency with tools like Intercom and Zapier, enabling you to create and maintain effective automation solutions. You are detail-oriented and enjoy troubleshooting issues to ensure seamless operations. Collaboration is key for you, as you work closely with engineering teams to implement technical solutions that enhance support processes.

What you'll do

In this role, you will focus on designing and refining support workflows that allow the team to handle increased volume without proportional growth. You will build and optimize Intercom Workflows and Fin AI Procedures to automate common requests and basic troubleshooting. Your responsibilities will include creating decision trees, testing automations, and continuously optimizing processes based on ticket metrics. You will own all Zapier and custom automations, maintaining existing workflows, building new integrations, and monitoring for failures. When issues arise, you will debug them and implement solutions. Additionally, you will collaborate with engineering on technical projects that enhance the overall support experience.

What we offer

At Apify, you will be part of a mission-driven team that values innovation and efficiency. We provide a generous hardware budget and free lunches when you're in the office, along with an unlimited supply of snacks and beverages. You will have access to a Multisport card and opportunities for team-building activities, including ping-pong and foosball leagues. Join us in making a significant impact on how support operations are scaled and optimized.