Support Operations Engineer

Support Operations Engineer Join Apify on our mission to help anyone get more value from the web, so they can automate tasks and spend time on the things that matter most. Apify downloads billions of web pages from all over the world for AI https://blog.apify.com/how-myaskai-achieved-98-scraping-success/, market research https://blog.apify.com/groupon-reaches-new-merchants-with-web-data-collection/, and finding lost children https://blog.apify.com/fighting-child-traffickers-with-technology/. We give chatbots https://blog.apify.com/intercom-customer-support-ai-chatbot-web-scraping/ the context to interact intelligently, and we’re making agents https://blog.apify.com/how-to-build-an-ai-agent/ an integral part of the Apify platform. We're looking for a Support Operations Engineer to transform how we scale support. You'll build AI-powered automation with Intercom Fin, own our Zapier workflows, and create the operational foundation that lets support scale without proportional headcount. WHAT YOU'LL BE WORKING ON: Your primary focus: designing support workflows that let us handle significantly more volume without growing the team proportionally. Day-to-day, you'll build and refine Intercom Workflows and Fin AI Procedures that automate common requests, basic troubleshooting, and tool-specific guidance. You'll design decision trees, test automations, and continuously optimize based on ticket metrics. When you spot patterns - spikes in certain question types, longer resolution times for specific issues - you'll figure out whether the fix is better documentation, a new automation, or a process change. You'll own all Zapier and custom automations: maintaining existing workflows, building new integrations, monitoring for failures, and ensuring everything runs reliably as volume grows. When something breaks, you debug it. When the team needs a new automation, you build it. You'll also collaborate with Engineering on technical projects that improve support infrastructure - providing requirements for internal tools, helping design API integrations, or contributing technical input on architecture decisions. You won't write production code, but you'll need to speak the language well enough to work effectively with engineers. Finally, you'll document everything you build - not just technical docs, but clear operational guides so the support team knows how to use your systems and what to do when things go wrong. WHO WE'RE LOOKING FOR: - 3-5 years building systems and automation in support ops, technical ops, or something similar. - Comfortable in technical environments - you can read API docs, work with webhooks, debug a broken Zapier workflow, and you know your way around JSON. You're not a software engineer, but you can hold your own. - Hands-on experience with platforms like Intercom, Zendesk, or Freshdesk. You understand how ticketing workflows, SLAs, and routing actually work in practice. - Bonus if you've already worked with AI-powered support tools like Fin or Zendesk AI. - You've led projects that required getting multiple teams on the same page - and you know that's often the hardest part. - You don't guess at what's broken. You look at the numbers, find the pattern, and fix the right thing. - When you see a broken process, you don't just work around it - you figure out how to fix it for good. OUR TECH STACK: - Support: Intercom (with Fin AI), custom support system - Automation: Zapier, n8n, Intercom workflows - Development: APIs, webhooks, JSON - Tools: Slack, Notion, GitHub BY THE END OF THE FIRST 3 MONTHS, WE EXPECT YOU TO: - Fully understand Apify's support model, Apify Store Issues tab system, our Intercom setup, and how the tool ecosystem works. - Map all existing Zapier automations, identify gaps, and implement at least 2 quick wins. - Build your first 2-3 Intercom workflows and gather initial performance data. - Establish strong working relationships with the Support team and key stakeholders. - Ident ... (truncated, view full listing at source)