Senior Automation Engineer, IT Help Desk
HackerOne (company site, opens in a new tab)PuneOn-siteDirect career pageEst. 28–42 LPA
Posted 9h ago
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Job description
Structured overview of role & requirements
About This Role
- Develop and operate AI-powered Tier 1 IT support agents providing automated first-pass and self-service resolution in an enterprise developer environment.
- Own and optimize the Tier 1/2/3 support model by enabling human support and engineering teams and automating repeatable support tasks back to AI.
- Use data-driven insights to measure and improve support performance, and collaborate with multiple technical teams to resolve complex issues.
Minimum Requirements
- Hands-on experience supporting technical, developer-heavy environments with familiarity of developer workflows and tools (e.g., Git, APIs, AI developer tooling).
- Proven software development and automation skills including building, deploying, and maintaining AI-powered solutions in production.
- Experience building or operating AI agents, LLM-based applications, or AI automation integrated with enterprise systems and APIs.
- Experience supporting complex enterprise IT environments covering identity, SaaS, collaboration platforms, endpoints, developer tooling, and escalation processes.
- Work Location: Pune, India (Onsite).
- Visa/work permit sponsorship: Not available.
- Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Experienced in building AI-native enterprise IT support systems and automations in technical SaaS or cybersecurity companies.
- Comfortable in a developer-centric environment requiring hands-on coding, system integration, and continuous iteration of AI-enabled workflows.
- Able to apply first principles problem solving and data-driven decision making to reduce manual support and improve automation coverage.