Customer Support Automation Engineer

Job Description

Job Description

About WeSuite

WeSuite builds specialized software for the security systems industry, helping integrators and dealers manage quoting, sales workflows, and customer relationships more efficiently.

As part of our next stage of growth, we're reimagining how customer support works. Rather than simply responding to tickets, we're building an AI-powered support operation where voice agents, automated workflows, AI assistants, and connected systems work together to resolve customer issues faster and reduce repetitive work for the team.

WeSuite is part of Fluent Software Group (a Valsoft Corporation operating group), a global acquirer and operator of vertical market software businesses. We focus on specialized industries where expertise creates lasting advantages.

The Opportunity: Customer Support Automation Engineer

We're looking for someone who enjoys solving problems, building automations, and figuring out better ways to get work done. This role sits at the intersection of customer support, AI, and systems integration—you'll work directly with real support issues while designing automations that eliminate repetitive work and improve the customer experience.

Location: Remote (North America)

The salary range for this role is $70,000 – $80,000 USD per year. Final compensation will be determined based on experience, skills, and location.

What You'll Own

Support Automation & AI Workflows

• Design and build AI-powered workflows that automate repetitive support tasks across multiple systems.
• Connect AI tools, APIs, and business applications into seamless support processes.
• Continuously identify opportunities to automate customer interactions and internal support operations.

Technical Support & Product Knowledge

• Resolve customer support tickets to develop deep product expertise and understand common customer challenges.
• Work closely with the support team to identify recurring issues that can be solved through automation.
• Use each support interaction as an opportunity to improve future workflows rather than simply resolving the immediate issue.

Systems Integration & Continuous Improvement

• Build and maintain integrations between support platforms, AI tools, ticketing systems, and internal applications.
• Collaborate with Product, Development, and QA teams to improve automation accuracy and reduce manual work.
• Measure automation effectiveness and continuously improve workflows based on customer outcomes and team feedback.

What We're Looking For

• 3–5 years of experience in SaaS customer support, technical support, solutions engineering, or a similar customer-facing technical role.
• Experience building automations using APIs, AI tools, workflow platforms, or support systems.
• Strong problem-solving skills and curiosity : you enjoy figuring things out independently and finding better ways to solve recurring problems.
• Excellent communication skills and the ability to work closely with both technical and non-technical teammates.
• Comfortable learning new technologies quickly and adapting as AI tools continue to evolve.

Strongly Preferred

• Experience with Zendesk or similar customer support platforms.
• Experience working with AI chatbots, virtual agents, or AI-powered support tools.
• Familiarity with APIs, webhooks, or workflow automation platforms.
• Experience creating knowledge base content or improving internal support processes.
• Basic scripting or technical troubleshooting experience.

Why WeSuite?

• Build the future of support: Help design an AI-first support operation rather than maintaining traditional support processes.
• High ownership: You'll have the freedom to identify problems, build solutions, and see the impact of your work.
• Continuous learning: Work with the latest AI technologies while developing deep product and automation expertise.

Join Us

If you're excited about combining customer support, AI, and automation to build the next generation of support operations, we'd love to hear from you.

We use AI-powered tools (including transcription and automated note-taking) during portions of our interview process to support a consistent and thorough candidate experience. Candidates who require alternative accommodation may request it at any stage of the recruitment process.

Fluent Software Group is committed to building diverse, equitable, and inclusive teams. We welcome applications from candidates of all backgrounds, identities, and experiences, and all qualified applicants will be considered without regard to race, gender, age, disability, religion, sexual orientation, or any other protected characteristic.