Senior Tooling and Automation Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Tooling and Automation Engineer based in the United States. In this senior technical role, you will design, build, and maintain the integrations and automation solutions that connect a modern managed services technology ecosystem. You will work across remote monitoring and management (RMM), network monitoring, backup reporting, and IT service management platforms to create seamless, reliable, and scalable workflows. Using AI-assisted coding tools as a core part of your development process, you will transform operational requirements into maintainable code, intelligent automations, and practical integrations. You will also own Jira Service Management configuration, optimize alerting systems, and serve as the senior escalation point for complex tooling issues. Working closely with platform administrators, delivery leaders, and customers, you will establish technical standards, improve service visibility, and ensure solutions are deployed effectively. This opportunity is ideal for an experienced engineer who enjoys hands-on problem-solving, technical ownership, and building dependable systems in a fast-paced, customer-focused environment. 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.