Support & Automation Engineer

This is a remote position.

Build Systems That Heal Themselves

Most companies treat support as reactive.

We don’t.

We believe infrastructure should be observable, intelligent, and progressively autonomous.

Our Managed Services team exists to move clients from fragile environments to mature, self-healing systems powered by automation and AI.

We’re looking for Support & Automation Engineers who think beyond tickets. Engineers who see recurring incidents and instinctively ask:

“Why is this happening repeatedly — and how do we eliminate it permanently?”

If that’s how you think, keep reading.

What You’ll Actually Do

This is not a helpdesk role.

This is systems engineering with accountability.

You will: Your success is measured not by tickets closed —

• Monitor & Protect Client Systems
• Proactively monitor cloud infrastructure, data platforms, and AI workloads
• Identify performance degradation, anomalies, and failure patterns
• Perform root cause analysis (RCA) with structured documentation
• Reduce MTTR through systematic response design
• Remediate with Engineering Discipline
• Resolve incidents across cloud, networking, data, and AI systems
• Patch, optimize, and harden client environments
• Improve reliability through configuration management and guardrails
• Translate recurring issues into structured improvement plans
• Build Automation That Replaces Manual Work
• Write scripts, workflows, and agents to eliminate repetitive support tasks
• Design automated remediation pipelines
• Implement monitoring-triggered workflows (alert → diagnose → resolve)
• Build AI-driven runbooks and intelligent response systems
• Move Clients Toward Self-Healing Architecture
• Identify automation candidates inside recurring incidents
• Implement closed-loop remediation systems
• Integrate LLM-based diagnostics and decision support
• Reduce ticket volume through engineered automation

but by tickets that never happen again.

What Makes This Role Different

• You will work on real production systems, not internal sandbox environments
• You will design automation that impacts live client operations
• You will help architect environments that require less human intervention over time
• You will operate at the intersection of Cloud, Data, AI, and Infrastructure

This is operational engineering with strategic depth.

Requirements

What We’re Looking For

Core Technical Foundation

• Strong experience with cloud platforms (Azure preferred, AWS/GCP acceptable)
• Understanding of networking, identity, and security fundamentals
• Experience with monitoring and observability tooling
• Scripting ability (Python, PowerShell, Bash, or similar)
• Familiarity with infrastructure-as-code (Terraform, Bicep, ARM, etc.)

Automation Mindset

• You naturally look for patterns in failures
• You think in systems, not isolated fixes
• You prefer engineering solutions over repetitive manual work
• You care about reliability metrics (SLA, SLO, MTTR, incident frequency)

Bonus Experience

• Experience with Microsoft Fabric, data platforms, or AI workloads
• Building LLM-powered tooling or agent workflows
• CI/CD pipeline experience
• Experience in a managed services or DevOps environment

How We Evaluate Engineers

We value:
• Clear thinking under pressure
• Structured debugging
• Ownership mentality
• Strong documentation habits
• Ability to communicate clearly with both technical and non-technical stakeholders

We do not value:
• Ticket passers
• Engineers who fix symptoms but ignore root cause
• People who wait to be told what to improve

What Growth Looks Like

In 12–18 months, a strong engineer in this role:
• Designs full automation frameworks for clients
• Reduces client incident volume by 40–60%
• Architects intelligent monitoring strategies
• Contributes to AI-driven managed service tooling
• Becomes a reliability leader within the organization

Why This Role Matters

Most managed services teams scale by hiring more support engineers.

We scale by:
• Automating response
• Embedding AI into operations
• Building resilient, intelligent environments

You will help define what next-generation managed services looks like.

Ideal Candidate Profile

You’re likely someone who:
• Enjoys debugging complex systems
• Thinks about failure modes before they happen
• Gets satisfaction from making systems more reliable
• Wants to move from reactive support to proactive engineering
• Believes AI should augment operations, not replace thinking

If This Sounds Like You

Apply with:
• A short note explaining how you’ve automated a recurring operational issue
• A GitHub or code sample (if available)
• A description of the most complex system you’ve debugged

We’re building systems that improve themselves.

If that excites you — we should talk.

Benefits

What We Offer at The Zig

• Meaningful, real-world work
• Accelerated growth through ownership
• Front-row seat to AI-driven change
• Investment in learning
• Competitive compensation and benefits