Automation Engineer 2 - Technical Support

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

We are hiring an early-career Automation Engineer to support Granicus Technical Support’s transition to an AI-first operation, where AI handles a growing share of customer interactions end-to-end. This role focuses on helping build, test, and deploy production-ready AI automations across Forethought, Salesforce, and Microsoft Copilot to improve AI resolution rate, reduce manual work, and enhance customer experience through scalable, reliable support workflows.

Essential Function

• Help build AI-powered automations across Forethought, Salesforce, and Microsoft Copilot.
• Support the design of workflows for auto-resolution, case enrichment, and routing.
• Rapidly prototype, test, deploy, and iterate on scoped automation solutions.
• Contribute to improvements in AI resolution rate and overall automation coverage.
• Help reduce manual work across support operations through effective automation design.
• Partner with Support, CX, and AI teams to translate operational needs into practical solutions.
• Continuously improve automation performance using data, feedback, and iterative learning.

What Your Impact Will Look Like

• Deliver multiple scoped, production-ready AI automations within the first 3–6 months, with appropriate guidance and support.
• Contribute to measurable improvement in AI resolution rate and automation coverage.
• Help reduce manual case handling and improve operational efficiency across support workflows.
• Demonstrate growing ability to design, deploy, and improve automation solutions with increasing independence.

Knowledge/Skills/Abilities

• Foundational experience building AI workflows or automations.
• Exposure to APIs, scripting, or automation tools.
• Ability to learn new technologies quickly and apply them in practical support scenarios.
• Strong problem-solving mindset with a sense of ownership and accountability.

Experience/Credentials:

• Experience with Salesforce or customer support tools is preferred.
• Exposure to AI platforms such as Forethought, Microsoft Copilot, or equivalent solutions is preferred.
• Familiarity with automation or low-code platforms is preferred.
• Background in technical, engineering, or data-related fields is preferred.
• Candidates must demonstrate at least one working AI automation or project and be prepared to walk through it during interviews.

You Will Love This Job If You Have

• You are a builder who turns ideas into working solutions quickly.
• You are outcome-driven and focused on measurable impact.
• You are comfortable working in ambiguity and moving fast.
• You are curious, adaptable, and committed to continuous learning.

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

Security and Privacy Requirements

• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
  a part of our journey.
• A few culture highlights include – Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
  sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee
  population
  
  

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.