Senior Tooling and Automation Engineer

Accountabilities:

Build and maintain platform integrations: Design, develop, and support integrations connecting RMM, network monitoring, backup reporting, and service management platforms using REST APIs, webhooks, email, and structured data formats. Write the scripts, applications, and automation workflows needed to ensure reliable communication across systems, using AI-assisted development tools as a primary coding approach.
Own Jira Service Management configuration: Manage and optimize Jira Service Management settings, including workflows, screens, custom ticket and request types, queues, and automations, ensuring the platform supports efficient and consistent service delivery.
Optimize alerting and monitoring: Review the full alerting lifecycle to identify unnecessary noise, reduce false positives, and ensure teams receive timely, relevant, and actionable notifications. Establish consistent alerting standards across the tooling ecosystem.
Provide senior-level technical escalation: Troubleshoot complex tooling failures involving integrations, automation workflows, scripts, platform configurations, and monitoring alerts. Identify root causes, implement corrective actions, and restore reliable operations.
Establish tooling standards: Define and enforce standards for integrations, alerting, configuration, and customer rollouts. Collaborate with individual platform administrators to coordinate changes within their systems and maintain a consistent, connected technology environment.
Lead tooling evaluations and implementation: Identify gaps in the existing technology stack and lead build-or-buy decisions, including business case development, vendor evaluation, proof-of-concept testing, tool selection, and end-to-end implementation.
Manage customer-specific deployments: Ensure that tooling is fully deployed, configured, and tuned to each customer's environment. Implement agreed operating system patching and observability alerting policies while accounting for customer requirements and infrastructure constraints.
Communicate technical solutions to customers: Explain tooling capabilities, installation requirements, operational behavior, and potential environmental impacts in clear, accessible language. Help customers understand how solutions support their IT operations and service outcomes.
Deliver operational reporting: Use tooling data to prepare service-level objective (SLO), utilization, and operational performance reports for delivery leadership, supporting informed decisions and continuous improvement.
Maintain governance and documentation: Execute changes within an ITIL-aligned change management framework. Document integrations, automations, configurations, and operating procedures to support auditability, knowledge sharing, and long-term maintainability without dependence on a single individual.
Demonstrate technical ownership: Take responsibility for the reliability and evolution of the connected tooling ecosystem, proactively addressing operational gaps and ensuring solutions remain scalable, maintainable, and aligned with business needs.
Requirements:
Relevant professional experience: At least five years of experience in a managed service provider (MSP) or enterprise IT environment, focusing on tooling, automation, systems integration, or related technical functions.
Hands-on systems integration expertise: Demonstrated experience designing, building, and maintaining integrations rather than simply administering or using existing tools. Strong practical knowledge of REST APIs, webhooks, JSON, XML, and common authentication methods is essential.
AI-assisted development proficiency: Experience using AI coding tools such as Claude, Cursor, Replit, or comparable platforms to produce working, maintainable code. Candidates should be prepared to demonstrate examples of code they have built with AI assistance and explain their development approach.
Scripting and programming skills: Practical development experience in at least one language, such as Python, PowerShell, or JavaScript, along with working knowledge of Git for version control and collaborative development.
IT service management expertise: Experience administering Jira Service Management or a comparable IT service management (ITSM) platform, including workflows, request types, queues, and automation rules.
Monitoring and managed services knowledge: Working knowledge of RMM platforms, network monitoring solutions, backup tooling, and alert management, including experience reducing alert noise and improving the relevance of operational notifications.
ITIL and change management: Solid understanding of ITIL principles and structured change management processes, with the ability to implement technical changes in a controlled, documented, and auditable manner.
Advanced troubleshooting abilities: Strong analytical and problem-solving skills, with the ability to diagnose issues across interconnected platforms, integrations, scripts, and automation workflows.
Technical ownership and initiative: Experience taking responsibility for a tooling ecosystem or complex integration environment, setting standards, identifying gaps, and independently driving solutions from initial assessment through implementation.
Customer-facing communication: Strong written and verbal communication skills, with the ability to explain technical concepts clearly, collaborate across teams, and manage customer expectations professionally.
Education: Bachelor's degree in information technology or a related field, or equivalent practical experience demonstrating the necessary technical expertise.
Preferred platform experience: Direct experience with NinjaOne, Auvik, Bocada Cloud, or Jira Service Management.
Preferred vendor and automation experience: Background in tool evaluation and vendor selection, including proof-of-concept development and business justification, as well as familiarity with workflow automation or integration platform as a service (iPaaS) solutions.
Benefits:
Competitive compensation: Annual salary ranging from $120,000 to $160,000, depending on experience, skills, and work location.
Remote work flexibility: Fully remote employment within the United States.
Healthcare coverage: Medical, dental, and vision insurance.
Retirement savings: A 401(k) retirement plan with an employer match, subject to an annual dollar cap.
Flexible time off: A flexible paid time off plan to support work-life balance.
Paid holidays: 15 paid holidays annually.
Sick leave: Sick leave in accordance with applicable state requirements, with at least the minimum required by law.
Disability coverage: Short-term and long-term disability insurance.
Life insurance: Life insurance benefits to provide additional financial protection.
Paid parental leave: Paid leave to support employees and their families during important life events.
Professional development: Opportunities to work with AI-assisted software development, modern automation technologies, and a diverse managed services technology stack.
Technical autonomy and impact: The opportunity to shape integration standards, own critical tooling infrastructure, and influence the reliability and efficiency of customer-facing IT services.