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Senior Platforms and Automations Technologist

1 hour, 27 minutes ago
Canada
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
HTML Postman Python REST API Segment SQL
Apply Now
Wave

Wave

Wave is a small business software company that offers a suite of money management tools including invoicing, accounting, credit card processing, payroll, receipt scanning, and personal finance tools. With 2.5 million customers worldwide, Wave provides ...

Internet Software & Services
251-1K
Founded 2010
$80M raised
View All Jobs 7

Description

  • Develop, maintain, and optimize the Customer Success technology stack to support customer success processes and experiences.
  • Serve as the primary platform relationship contact, resolving operational issues and driving process improvements.
  • Partner with Product, Content, Compliance, Marketing, Customer Support, and other cross-functional teams to align systems with business needs.
  • Oversee compliance, security, regulatory requirements, and customer data protection within customer-facing tooling and AI chatbot workflows.
  • Configure and troubleshoot customer-facing tools, including Zendesk and the Ada AI chatbot platform.
  • Optimize technical integrations such as APIs and webhooks to retrieve and sync data across support systems.
  • Design and iterate AI playbooks, prompts, and multi-turn conversation flows for the AI agent.
  • Plan and execute projects that support long-term customer support strategy, including live chat rollout, routing, and bot improvements.
  • Own metrics reporting for support systems, build reporting pipelines with Data & Analytics, and audit customer transactions to find optimization opportunities.
  • Evaluate alternative support and automation tools and advise leadership on future system architecture needs.

Requirements

  • 4-5+ years of experience as a lead or owner of tooling, with experience in Ada and Zendesk preferred.
  • 2+ years of experience in customer-facing or enablement roles.
  • Zendesk certification is a plus, or must be completed within 3 months of starting.
  • Strong technical proficiency with APIs, Postman, webhooks, and code repositories.
  • Experience with REST APIs is an asset.
  • Basic SQL, HTML, or a similar programming language is required.
  • Experience with PII regulations, compliance, and data protection in a business environment.
  • Knowledge of data syncing platforms such as Segment and data warehouses such as Redshift.
  • Experience creating scalable processes and implementing best practices for platform management and support enablement.
  • Excellent written and verbal communication skills with the ability to work cross-functionally.
  • Data-driven mindset with experience using metrics and analytics to improve content and measure training effectiveness.

Benefits

  • Competitive salary of $74,500 - $84,000 per year.
  • Remote full-time work environment.
  • Inclusive and accessible candidate experience.
  • Accommodation support during the recruitment process.
  • Opportunity to work with a creative, cross-functional team in a mission-driven company.
  • Use of secure AI interview assistance with confidential note-taking.

Interested in this position?

Apply directly on the company website

Apply Now

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