Support Operations Engineer

Pax8

. Analyze recurring support reporting and dashboards to identify support demand, case-handling efficiency, trends, and unusual patterns .

Posted 10/16/2026full-timeRemote • United StatesMid-LevelSenior💰 $65,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong analytical skills in support reporting and dashboards, with a focus on identifying trends and improvement opportunities. Proficient in ServiceNow workflows, automation, and AI, with a commitment to clear documentation and effective communication.

Highest-signal resume keywords

ServiceNow WorkflowsData AnalysisAutomation DevelopmentAI ExperimentationKnowledge-Centered Service

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportSupport OperationsInformation TechnologyReporting TechnologyLow-Code AutomationSpreadsheetsOperational ReportsDocumentation CreationProblem IdentificationProcess Improvement

Soft Skills

CuriosityOwnershipClear CommunicationStructured ThinkingCollaboration

Tools & Technologies

ServiceNowAI ToolsAutomation PlatformsReporting ToolsTicketing Systems

Industry Keywords

Knowledge ManagementSupport Demand AnalysisAgentic WorkflowsEscalation ManagementContinuous Improvement

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Analyze recurring support reporting and dashboards to identify support demand, case-handling efficiency, trends, and unusual patterns
Help turn support data into focused improvement opportunities
Create and maintain ServiceNow workflows, playbooks, forms, and service catalog experiences
Contribute to agentic AI experiments by developing prompts, designing tests, and evaluating results
Identify knowledge gaps, support audits, and improve knowledge used by people, automations, and AI-powered experiences
Partner with Escalations and Partner Success to understand recurring pain points
Translate frontline challenges into requirements and priorities for tools, automation, and process improvements
Develop technical capabilities across data, ServiceNow, automation, and AI through learning, shadowing, delivery, and self-directed development
Maintain visibility of project and build work through team backlog and ticketing processes
Maintain clear communication and availability during business hours
Improve reporting, knowledge quality, automation, and tooling to address recurring support problems

Requirements

What you’ll need

Reasonable hands-on experience from technical support, support operations, information technology, or work involving data or automation, or strong technical aptitude
Familiarity with ServiceNow, reporting technology, or low-code automation platforms
Comfort with spreadsheets, operational reports, data, and straightforward queries
Curiosity about AI, automation, and agentic workflows
Ability to create clear, structured documentation
Ability to translate frontline challenges into practical tooling, process, or automation opportunities
Ability to identify underlying causes of recurring problems
Ownership of work, visible progress, and consistent build and documentation standards
Relevant education or equivalent practical experience
Familiarity with ServiceNow and Knowledge-Centered Service principles helpful
Practical interest or experience in AI and automation a plus
Valid right to work in United States
Successful candidates must complete pre-employment checks, including ID verification, reference requests, and qualification checks

Benefits

Comp & perks

401(k) with Company Match
Medical, Dental & Vision Coverage
Employee Assistance Program (EAP)
Employer-Paid Life, AD&D, Short-Term Disability & Long-Term Disability Insurance
Flexible Open PTO
Paid Sick Leave
Paid Parental Leave
RTD EcoPass (eligible Colorado-based employees)
Internal development hub
Learning & Development trainers
AI-powered tools
Mentorship from “born in the cloud” mentors
Cross-continent collaboration
Pre-employment checks provided to candidates for their records