Support Automation Engineer, Certn
CA$46.3-57.9k
+ Equity
AI-powered background checks for enterprises
Open for applications
AI-powered background checks for enterprises
201-500 employees
Open for applications
CA$46.3-57.9k
+ Equity
201-500 employees
Company mission
To help companies of all sizes build trust in people.
Role
Who you are
- Exceptional written and verbal business English, with the ability to communicate clearly and professionally with both technical and non-technical audiences
- A Computer Science degree (or equivalent)
- Minimum of 2 years of experience in technical support, customer service, or fast-paced SaaS/technology-driven environments
- Strong technical troubleshooting and problem-solving skills, with the ability to diagnose root causes, analyze complex issues, and resolve them efficiently
- Experience working within defined SLAs, with the ability to prioritize and manage multiple cases effectively
- Proven ability to escalate, track, and manage critical issues effectively, ensuring timely resolution and customer satisfaction
- Experience working cross-functionally with support, product, and engineering teams
- Hands-on experience creating and maintaining troubleshooting guides, FAQs, and internal documentation, with a high level of accuracy and attention to detail
- Familiarity with CRMs and ticketing software such as Zendesk, Atlassian products, and other SaaS tools commonly used in customer support
- Strong client-facing experience handling inquiries via live chat, email, and phone, with a passion for delivering exceptional service
- Comfort working in fast-paced, ambiguous environments, with the adaptability and learning agility to quickly master new tools, technologies, and processes
- A proactive mindset with the desire to “roll up sleeves” and get the job done, ensuring tasks are completed to a high standard
- Passionate about delivering exceptional customer experiences and contributing to process improvements that enhance team efficiency
- If you meet most, but not all, of the qualifications listed above, we still encourage you to apply. We recognize that strong candidates come from a wide range of backgrounds and experiences, and we value the diversity of perspectives that brings
What the job involves
- The Support Automation Engineer is responsible for efficiently resolving technical support tickets by applying software engineering principles and AI-assisted technologies
- They diagnose, debug, and engineer software-centric solutions, often writing or modifying code, developing automation, and integrating AI tools into workflows to resolve problems effectively and sustainably
- In this role, you’ll apply your software development experience - including debugging, scripting, understanding systems, and using engineering judgment - to both fix issues in production systems and build tooling that streamlines the support process
- You’ll leverage AI not as a replacement, but as an augmentation of your engineering capabilities to accelerate investigation, generate accurate responses, automate repetitive tasks, and contribute toward scalable support solutions
- This combination ensures high-quality outcomes for customers and elevates the support organization’s technical maturity and efficiency
- This position follows standard business hours in your local time zone (generally 9:00am - 5:00pm)
- Given our globally distributed team, some flexibility may be required to accommodate collaboration across Pacific and GMT time zones
- This is a live role and we are planning to fill it as soon as possible
- Resolve the root cause of technical problems escalated from client-facing teams
- Stay up to date on product training and technical knowledge
- Ensure proper internal tagging and administration to identify support drivers for the product team
- Communicate and escalate emerging issues with Engineering (SRE) and Product teams via approved escalation paths
- Share feedback with Support Specialists and Team Leads for specific tickets that could have been resolved by Tier 1 but were escalated to Tier 2
- Contribute to the team's customer satisfaction metrics delivering feedback levels in line with SLA
- The Support Automation Engineer handles frontline support via email when there are scheduling gaps or unexpected volume spikes
- Assist in the support team as a mentor, trainer or technical coach as needed
- Participate in and assist with Support’s strategic projects as needed
- Act as point of contact for and become an expert in troubleshooting Support issues
- Help identify opportunities for process and product improvements within the Certn Support team and make recommendations to management and leadership
- Document Technical Support processes and troubleshooting guides for other client-facing teams in Guru
- Help identify opportunities for improvement to Certn Help public self-help documentation and work with Knowledge Management stakeholders to implement improvements
Our take
Certn’s platform allows people to gain fast access to background checks, from criminal records through to motor vehicle records and even credit checks. Its software allows recruiters to save time and money in the hiring process, as the standard 3-4 days for completing background checks is reduced to hours.
Currently, the solution is used by over 2,800 enterprises, including leading employers, staffing firms and property management companies. However, it is not the only player using AI to conduct background checks; Checkr, GoodHire, and HireRight are some of the leading companies that are solving this years-old problem in different parts of the world, and Certn will have to work hard to stand out in this crowded space.
The company looks poised for a period of rapid international expansion over the next few years, thanks to considerable funding amounting to $115 million in 2023 and the acquisition of UK-based background check provider Credence and Australian Intercheck. It also astutely hired CTO Susan Davis (ex-VP of Engineering at Dessa and Xtiva Financial Systems) in 2021.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2023
$30m
SERIES B
May 2022
$50m
SERIES B
Total funding: $112.9m
Company benefits
- 4 weeks paid vacation
- 12 wellness days
- Extensive health benefits
- Family support program (including support for new parents and caregivers)
- Remote-first and support for flexible remote arrangements
- Green transportation allowance
- Fitness & wellness allowance
- Work from home allowance
- Professional development Budget
- And a few more goodies!
Company HQ
Harris Green, Victoria, BC
Leadership
Evan Dalton
(Co-Founder & Co-CEO)Former VP of Business Development at home rental fintech company RentMoola. Former Office Leasing Advisor at Cushman & Wakefield.
Owen Madrick
(Co-Founder, Co-CEO & CFO)Chartered Accountant & former VP of Finance at RentMoola. Former Grant Thornton LLP Manager, and Director of Finance at DFH Real Estate.
Andrew McLeod
(Co-Founder & Co-CEO)Forbes 30 Under 30 Nominee and Remote Tech CEO of the Year 2021. Co-founder of sports equipment company Emei Products (acquired 2021). Former CSO at RentMoola.
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