Technical Support / Customer Success Engineer – Automation & Process Improvement
About Us
We're a growing Dublin based SaaS company in the Global Compliance (GRC) space. Our platform helps organizations manage compliance and risk efficiently. As we scale, we're looking to significantly enhance our customer support experience reducing manual intervention, improving self-service, and leveraging automation to deliver faster, smarter support.
The Role
We're looking for a self-sufficient, technically skilled problem-solver who's passionate about improving customer support through smart automation, better processes, and data-driven insights. You'll own the support improvement roadmap from diagnosing pain points to implementing automation and optimizing workflows.
You'll work closely with our product and engineering teams, but you'll be hands-on with the tools, integrations, and processes needed to make our support function lean, efficient, and scalable. As part of our Operations function you will also work to support Sales help win new business and onboard new customers.
Responsibilities
* Own the support automation strategy - identify repetitive manual tasks and implement solutions using APIs, scripting, or low/no-code tools.
* Streamline support operations - improve triage, prioritization, and escalation processes.
* Enhance self-service capabilities - build and maintain a knowledge base, FAQs, and in-app help.
* Analyze support data - identify ticket trends, root causes, and opportunities to reduce volume through UX, onboarding, or documentation changes.
* Build and maintain integrations between our support platform (e.g. Desk, Zendesk, Freshdesk, Intercom) and internal systems or our product backend.
* Collaborate with engineering on deeper automation or feature improvements that eliminate recurring customer issues.
* Measure and report on performance metrics - ticket deflection rate, first response time, resolution time, and CSAT.
* Continuously refine processes to support scale and deliver an excellent customer experience.
* Support other parts of the business with helping win new business and onboard new customers
Requirements
* Minimum 3+ years in a technical support, technical customer success operations
, or automation-focused role in a SaaS environment.
* Strong understanding of support tools
(Desk, Zendesk, Intercom, HubSpot Service Hub, Freshdesk, etc.).
* Ability to build automations and integrations using APIs, Python, JavaScript, or low-code tools (Zapier, Make, n8n, etc.).
* Experience designing and maintaining customer knowledge bases and self-service portals.
* Comfortable analyzing support data and communicating insights to leadership.
* Excellent written and verbal communication skills - able to translate technical concepts into customer-friendly solutions.
* Self-starter who thrives in a small, fast-moving environment.
Nice to Have
* Experience in GRC or compliance-related SaaS.
* Familiarity with AI chatbots or LLM-driven support automation.
* Experience working closely with developers or contributing small code fixes.
* Knowledge of customer success metrics and lifecycle processes.
What You'll Achieve with us in the First 6 Months
* Automate or eliminate at least 30–40% of repetitive manual support tasks.
* Reduce ticket volume from product misunderstandings through improved content and in-app guidance.
* Implement dashboards to track key support KPIs.
* Deliver measurable improvements in customer satisfaction and response times.
Why Join Us
* High autonomy and ownership of a company-critical function.
* Opportunity to shape the foundation of support operations as we scale.
* Work cross-functionally with leadership, engineering, and product.
* A culture that values problem-solving, continuous improvement, and smart automation.