Job Description
We're looking for a technically-minded Senior Support Ops & Enablement Specialist to join our Support Operations & Enablement team, with a focus on automation and AI-driven improvement.
In this role, you'll identify inefficiencies across our support workflows and own the end-to-end delivery of projects that make our team smarter, faster, and more scalable, without waiting to be told exactly how. You'll work at the intersection of Support operations and emerging technology, partnering closely with the Support team as well as cross-functional stakeholders in Product, Engineering, and Data.
This is a role for someone who is genuinely excited by ambiguity, energized by problem-solving, and comfortable navigating from a blank page to a shipped solution.
What You'll Do
Identify, scope, and deliver automation and AI-led improvement projects across both internal support workflows and customer-facing experiences, owning each from initial discovery through execution and continuous improvement.
Leverage AI tooling to enhance support operations, including but not limited to intelligent ticket routing, response suggestions, deflection flows, and knowledge surfacing.
Partner with ServiceNow as the primary support platform, working within and around its infrastructure to implement automations, improve data flows, and unlock operational efficiency.
Collaborate closely with the Support team to understand pain points and translate them into structured, well-scoped technical solutions, and work cross-functionally with Product, Engineering, and Data teams to align on approach and execution.
Use data to drive decisions: define success metrics for each project, track outcomes, and iterate based on results.
Maintain clear documentation of implemented solutions, integration architecture, and operational runbooks so that work is scalable and transferable.
Proactively surface new opportunities for automation or AI adoption as the tooling landscape evolves.
What We're Looking For
Required
Demonstrable experience in an operations, automation, or technical enablement role. Industry background matters less than the ability to show what you've built and shipped.
Hands-on experience with low/no-code automation platforms such as n8n, Zapier, Make, or similar.
Comfort working with APIs, reading documentation, configuring integrations, and troubleshooting connections between tools.
Experience setting up and managing scheduled jobs or event-driven workflows (cronjobs or equivalent).
A data-driven mindset: you define what success looks like before you build, and you measure it after.
High degree of self-direction. You can take an ambiguous problem, structure it, and drive it to completion without needing close management.
Strong communication skills with the ability to translate technical concepts for non-technical stakeholders.
Nice to Have
Familiarity with ServiceNow, its data model, workflow engine, or integration capabilities.
Exposure to scripting languages, particularly Python or JavaScript, even at a hobbyist or occasional-use level.
Experience applying AI tooling in an operational context (e.g. LLM-powered workflows, AI chatbot configuration, or intelligent automation platforms).
Prior experience working in or alongside a customer support function in a SaaS environment.
What Success Looks Like in Year One
At least two automation or AI-led projects are live in production, with measurable impact on support efficiency or customer experience.
You've built a strong working relationship with both the Support team and key cross-functional partners, and are trusted to own your projects end-to-end.
You've developed a backlog of future automation opportunities, prioritised by impact, and begun scoping the next wave.
Solutions you've delivered are documented, maintained, and used; not abandoned after launch.
WHAT YOU’LL GET:
Market competitive salary + success-oriented bonus.
Day 1 HMO coverage with 3 free dependents.
Hybrid work arrangement (3x Onsite, 2x WFH)
Work with the market leader in model-based automation testing.
Supportive and engaged leadership team.
OUR CORE VALUES:
At Tricentis, we strive for success while inspiring those around us by knowing what we need to achieve and how we’ll achieve it. Our core values serve as our guiding light to drive our every action and define our ways of working so that we can create and enjoy a successful journey and reach higher heights together.
Run towards change: Challenge the status-quo.
Serve our customers & communities: Create a positive experience with each interaction.
Solve problems together: We win or lose as one team.
Think big & believe: Set extraordinary goals and believe you can achieve them.
Move fast: Create momentum and efficiency.
Demonstrate self-awareness: Own your own strengths and limitations.
Finish what we start: Do what we say we are going to do.
Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, ethnicity, gender, religious affiliation, age, sexual orientation, socioeconomic status, or physical and mental disability and other statuses protected by law.
Global Sanctions Compliance
We comply with all applicable global sanctions and export control laws. Candidates must not be listed on any government restricted party lists (including OFAC SDN List and U.S. Commerce Department restricted lists) and must certify that their employment would not violate any sanctions or export control regulations. Candidates must notify us of any changes to their status during the application process or subsequent employment.