Full Description

The Opportunity Neilson Financial Services is looking for a Integration & Automation Engineer – Support Services to help modernise and streamline our Tech Support Services through smart integrations, automation, and practical AI solutions. This is a hands-on engineering role within our Application Support Engineering team, ideal for someone who enjoys building things that remove friction, scale support operations, and directly improve customer and internal team experience. You’ll be working in a fast-moving, low-bureaucracy environment where engineers are trusted to make decisions, ship improvements, and focus on outcomes—not process for process’ sake. The Role As our Integration & Automation Engineer, you’ll be a core technical contributor responsible for designing, implementing, and maintaining integrations and automations across the support ecosystem. You’ll work closely with Support, IT, and Engineering teams to ensure systems talk to each other cleanly, reliably, and securely. This role suits an Engineer who enjoys practical problem-solving, automation, and working closely with real users. If you like building solutions that genuinely get used-and make support teams’ lives easier-you’ll fit right in. Key Responsibilities System Integration Implementation · Build and maintain integrations between support platforms, ticketing tools, knowledge bases, and third-party applications using APIs, webhooks, and integration platforms · Write scripts, configure middleware, and implement data mapping logic to ensure seamless data flow between systems · Test and validate integrations prior to deployment, ensuring data accuracy, security compliance, and performance standards · Document integration specifications including API endpoints, authentication methods, data schemas, error handling, and configuration settings Automation Engineering & Development · Build automations for support processes such as ticket routing, escalation rules, notifications, data updates, and routine administrative tasks · Implement automation solutions using workflow platforms, scripting languages (Python, JavaScript), and no-code / low-code tools (e.g. n8n, Zapier) · Configure and customize automation tools to meet business requirements while adhering to coding standards and best practices · Test automation workflows thoroughly to ensure reliability, handle edge cases, and prevent unintended outcomes AI Helpdesk Bot Implementation & Support · Contribute to the AI Helpdesk Bot initiative by implementing technical components, integrations, workflows, and testing · Build connectors between AI bot platforms and existing support systems to enable ticket creation, data access, and knowledge base retrieval · Train and refine AI models by supplying sample data, testing responses, identifying gaps, and improving accuracy and performance · Monitor bot performance metrics and troubleshoot issues related to APIs, integrations, and response quality Technical Maintenance & Troubleshooting · Monitor integration health using logs, dashboards, and alerts to identify failures, latency, or data synchronization issues · Troubleshoot API errors, authentication failures, data mapping problems, timeouts, and workflow breakdowns · Perform root cause analysis on recurring issues and implement preventative fixes · Conduct regular maintenance including updates for API changes, security patches, and performance optimizations Collaboration & Technical Support · Partner closely with Support teams to understand workflows, pain points, and automation opportunities · Collaborate with IT and Engineering to ensure integrations align with infrastructure standards, security policies, and architecture · Provide technical support for integrated systems and automated workflows, including documentation and training · Participate in project planning by providing technical input on feasibility, effort, and implementation approaches Continuous Learning & Improvement · Stay current on integration technologies, automation tools, AI capabilities, and support platforms · Propose improvements based on performance data, user feedback, and emerging best practices · Evaluate new tools in sandbox environments for potential adoption · Contribute to team knowledge sharing through documentation and technical discussions Education & Experience · Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field—or equivalent practical experience · Sufficient prior experience consistently building and delivering system integration, automation development, software engineering, or technical implementations · Hands-on experience building integrations using APIs, webhooks, or integration platforms in production environments Required Skills · Strong experience with APIs (REST, SOAP) · Proficiency in scripting with JavaScript / Node.js (Python a plus) · Exposure to cloud platforms such as AWS, Azure, or Google Cloud and their integration services · Experience using data and reporting tools such as SQL, Tableau, Power BI, or Looker · Familiarity with ITSM frameworks (e.g. ITIL) and support operations workflows Preferred Tools & Experience · Experience with AI chatbot platforms such as Zendesk AI, Ada, Drift, or custom bot frameworks · Experience with workflow automation and integration tools such as n8n, Zapier, MuleSoft, or similar Success Metrics