Granicus is a leading GovTech company that has spent the last 25 years building cloud‑based solutions for governments across the United States, United Kingdom, Australia, New Zealand and Canada. With a portfolio that includes digital communications, website design, meeting‑agenda management, records management and citizen‑centric services, Granus powers a subscriber network of more than 300 million citizens. The firm’s mission is to make government more accessible, equitable and inclusive, and it has earned a spot on the GovTech 100 list for five consecutive years. Granus’s culture is built around transparency, diversity and a remote‑first mindset, allowing employees to collaborate across continents while maintaining a healthy work‑life balance. The role of Automation Engineer 2 – Technical Support is an early‑career position that sits at the intersection of AI, customer support and software engineering. The incumbent will help Granus transition its support operations to an AI‑first model, where platforms such as Forethought, Salesforce and Microsoft Copilot handle an increasing share of customer interactions. The job involves designing, prototyping, testing and deploying production‑ready automations that improve AI resolution rates, reduce manual effort and enhance the overall customer experience. Key responsibilities include: 1. Build AI‑powered workflows across Forethought, Salesforce and Microsoft Copilot. 2. Design automation for auto‑resolution, case enrichment and intelligent routing. 3. Rapidly prototype, test, and iterate on scoped automation solutions. 4. Monitor and improve AI resolution metrics and automation coverage. 5. Reduce manual case handling by creating efficient support automations. 6. Partner with Support, CX and AI teams to translate operational needs into technical solutions. 7. Use data and feedback loops to continuously enhance automation performance. 8. Document automation designs, test cases and deployment procedures. 9. Provide knowledge‑transfer sessions to support agents on new automations. 10. Stay updated with emerging AI and low‑code platforms to recommend enhancements. The tech stack revolves around AI platforms (Forethought, Microsoft Copilot), CRM tools (Salesforce), scripting languages (Python, JavaScript), RESTful APIs and low‑code automation tools. Candidates will gain hands‑on experience in end‑to‑end AI workflow development, a skill set that is highly sought after in modern support and product engineering roles. Growth path: Successful engineers can progress to senior automation roles, AI product ownership, or move into broader technical support engineering leadership. The exposure to cross‑functional teams also opens doors to product management or data‑analytics tracks. Why join Granus? You will be part of a mission‑driven organization that impacts millions of citizens, work in a fully remote environment with a diverse global team, and receive mentorship from seasoned AI and support professionals. The company’s commitment to inclusivity, continuous learning and employee well‑being makes it an ideal place for fresh talent to launch a rewarding tech career.