Senior AI Automation & Service Engineer

INTRODUCTION TO ROLE & TEAM

As a Senior Engineer, you will independently lead automation initiatives across the employee experience lifecycle while also serving as a hands-on technical resource for day-to-day service delivery and desktop support. You’ll optimize workflows, implement AI-powered integrations, manage core service tooling, provide general office support, including conference room AV equipment, and drive tangible service improvements in support of the zero-ops vision.

In this role you'll:

- Solves complex service problems using automation and AI-driven techniques. - Takes initiative in identifying automation opportunities. - Begins to influence team direction and standards.

WHAT YOU’LL DO

- Administer and configure Jira Service Management, including workflows, queues, automation rules, permission schemes, and reporting dashboards - Maintain desktop engineering standards, including OS imaging, application packaging, patch management, and endpoint lifecycle management - Provide Service Desk support as needed, including responding to tickets, triaging incoming requests, and handling first-line troubleshooting for hardware, software, and account access issues - Integrate AI agents into service experiences (e.g. employee chatbots, self-service tools) - Partner with support and platform teams to identify and automate common issues - Analyze service data to prioritize automation impact - Mentor junior engineers and set standards for automation best practices - Participate in day-to-day IT operations as needed, including monitoring and actioning items in the ticket queue - Perform hands-on physical tasks (e.g., workstation setup, AV troubleshooting, hardware swaps, network equipment adjustments) as required to ensure seamless employee support

This role is based in London, and we ask that you’re within a commutable distance to this office, so that you’re able to come onsite regularly to collaborate across engineering teams, Monday - Wednesday. We have a hybrid work style and ask that all Engineers be onsite Monday - Wednesday during core hours (9:00am - 3:00pm*).

ABOUT YOU

- Must have Skills & Experience: - 6+ years of experience in Engineering and Workplace technology - Experience with administration of Jira - Experience working with ThousandEyes or similar tools. - Strong scripting proficiency (Python, Bash). - Working experience with Slack integrations, or similar tools. - Comfortable with MDM tools (Iru) and endpoint automation (macOS). - Solid understanding of networking, and endpoint security. - Able to independently troubleshoot cross-system issues.