At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀

This role bridges infrastructure and product engineering: you'll build genuine partnerships across product, AI, and enterprise teams so that ownership is shared and velocity is never blocked by platform constraints. As Director, you'll set a forward-looking cloud vision, proactively align with stakeholders across the business, and ensure the platform scales for multi-shard, multi-region growth while meeting security and compliance commitments (SOC 2, business continuity/disaster recovery, and enterprise security frameworks).

The Role:

• Cost Efficiency: Drive significant annual infrastructure savings by migrating data workloads to EKS and self-hosting key services such as OpenSearch.

• Ingress Convergence: Deprecate legacy frontend ALBs and consolidate to a single EKS-managed ALB per shard, unblocking faster deployments across the org.

• Coverage & Bench Depth: Eliminate single points of ownership across Networking, OpenSearch, and Terraform through cross-training and targeted hiring into coverage gaps.

• Stakeholder Alignment: Stand up a recurring alignment cadence with Product, AI, Enterprise, and Security so infra planning is driven by demand, not ad-hoc interrupts.

• Automation: Ship automated shard buildout via Backstage to remove manual toil from enterprise scaling.

• Reliability: Cut P0/P1 incidents attributed to Cloud Platform (DNS, ALB misconfiguration) through hardened ingress patterns and Terraform-policy guardrails, including blocking unauthenticated public endpoints.

• Roadmap Ownership: Deliver a roadmap covering Agent enablement, centralized IaC, and deployment rollout acceleration, tied to AI and Enterprise revenue goals.

• People Leadership: Grow, develop, and retain a senior-heavy team distributed across the US, Canada, and Europe, spanning FTEs and contractors, with a focus on succession planning and bench depth.

• Vendor Management: Own multi-million-dollar AWS spend accountability and contractor oversight, with a savings-pipeline mindset baked into planning.

Qualifications:

• Deep AWS infrastructure mastery: EKS, networking (VPC/TGW/DNS), and Terraform at scale, with strong architectural judgment and a track record of setting technical direction.

• -Strategic roadmap ownership: Track record setting 6–12 month cloud roadmaps tied to business outcomes across enterprise, AI, and cost.

• Cross-team influence: Builds genuine partnerships across Product, Security, SRE, and DB orgs, driving shared ownership across traditional infra/product boundaries.

• Application-level curiosity: Genuinely understands what the product does, not just the infrastructure underneath, and extends ownership past traditional platform boundaries.

• People leadership at scale: Proven experience growing and retaining senior-heavy, geographically distributed teams across FTE/contractor blends; builds bench depth and succession plans.

• Operational rigor: Strong on-call instincts, incident ownership, and RCA follow-through.

• Security-first instincts: This team touches blast radius (auth enforcement, network isolation, shard boundaries). A verify-first, never-assume mindset is non-negotiable.

• AI & automation mindset: Demonstrated appetite for DevSecOps agents, AI-assisted IaC migrations, and skills-based automation — a core part of the near-term roadmap.

• AI/ML infrastructure experience (strong plus): Scaling workloads like GPU orchestration, model-serving infrastructure, or cost-optimized compute for inference.

• Education: BS/MS in CS, Engineering, or equivalent.

• Experience: 10+ years in infrastructure/platform engineering, with significant time in a director-level role managing distributed teams.

Equal Opportunity Employer

ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Privacy Notice

ClickUp collects and processes personal data in accordance with applicable data protection laws. You can find further details by viewing our Global Candidate Privacy Notice.

If you are a Philippine Job Applicant, please also see our Philippine Data Privacy Notice for further details.

Visa Sponsorship

Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.

Fraud Alert

ClickUp Talent Acquisition will only initiate contact via an @clickup.com email or through our official careers portal on clickup.com. We will never request fees, payments, or sensitive personal information. Please disregard any offers received outside these channels and report them to support@clickup.com.

AI Processing Notice

ClickUp may use artificial intelligence and machine learning technologies to help review and screen candidates' employment applications against role-related criteria. These tools support, but do not replace, human decision‑making. If you have questions or need an accommodation in the recruitment process, please contact us at AskPeople@ClickUp.com.

At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀

The Mission

The Foundry is ClickUp's internal AI innovation lab — embedded inside GTM Systems and accountable for turning AI capabilities into production-grade, internally deployed products that make every GTM function faster and smarter. We build the infrastructure that powers AI-first work across Sales, Marketing, Post-Sales, and Revenue Operations.

As the Senior Software Engineer on this team you will own the technical delivery of our MCP server platform, agent orchestration layer, and internal tooling — shipping production systems used daily by hundreds of ClickUp employees, and scaling your own throughput by treating AI tools as first-class engineering collaborators.

What You'll Own

MCP Server Platform

• Design, build, and operate Model Context Protocol servers that expose CRM, ticketing, analytics, and communication data to AI agents across the GTM stack

• Implement Okta PKCE authentication flows and RBAC policy enforcement so agents access only the data they're authorized to touch

• Maintain deployment infrastructure on AWS (Bedrock, Lambda, ECS, API Gateway) and contribute to GCP workloads where applicable

• Own observability: structured logging, distributed tracing, latency SLOs, and on-call runbooks for every production server

Agent Orchestration & AI-Native Products

• Build and maintain multi-step autonomous agents that execute end-to-end GTM workflows — lead qualification, deal room assembly, onboarding automation, support triage, and more

• Architect prompt engineering frameworks, tool-call schemas, and agent evaluation harnesses that make AI behavior predictable and auditable

• Integrate with LLM providers (Anthropic, OpenAI, AWS Bedrock AgentCore) and maintain version-pinned, cost-tracked model configurations

• Deliver AI-powered internal applications (web apps, CLI tools, Slack integrations) that non-technical GTM stakeholders use without friction

GTM Platform Engineering

• Own full-stack feature delivery across TypeScript/Node.js backends and React/TypeScript frontends for internal tooling

• Write Python automation scripts, ETL pipelines, and data transformation layers that feed GTM analytics and AI context

• Collaborate with Systems Engineering and GTM Engineering teams on cross-cutting API standards, data contracts, and integration patterns

• Conduct code reviews, establish engineering standards, and actively mentor junior engineers toward higher leverage

AI-Native Development Practice

• Use AI coding assistants (Claude, Cursor, GitHub Copilot) as primary engineering accelerators — not supplements — to ship at a pace that punches above a single engineer's weight

• Document AI usage patterns, prompt templates, and agentic workflows so the team's collective throughput compounds

• Stay current on MCP protocol evolution, agent frameworks (LangGraph, CrewAI, custom), and emerging LLM capabilities; bring back what matters

Required Qualifications

• 5+ years of professional software engineering experience with production systems

• Expert-level TypeScript and Node.js — idiomatic, typed, testable server-side code

• Strong Python — automation scripts, data pipelines, and scripting for AI/ML tooling

• Meaningful AWS deployment experience: Lambda, Bedrock, ECS/Fargate, API Gateway, IAM, Secrets Manager, CloudWatch

• Demonstrated experience integrating with LLM APIs (OpenAI, Anthropic, AWS Bedrock, or equivalent) and shipping AI-powered features to real users

• Solid foundation in REST API design, OAuth 2.0 / OIDC authentication, and secure credential management

• Experience with CI/CD pipelines, infrastructure-as-code (Terraform, CDK, or SAM), and cloud cost awareness

• Clear written communication: design docs, ADRs, and runbooks that others actually read

• Track record of using AI tools (LLM assistants, copilots, agentic workflows) as a genuine productivity multiplier — not a gimmick

Strongly Preferred

• Hands-on experience with MCP (Model Context Protocol) — building servers, defining tool schemas, or operating multi-server agent environments

• GCP experience (Cloud Run, BigQuery, Cloud Functions) to complement AWS work

• Salesforce, HubSpot, or other CRM API integration work — understanding GTM data models is a significant advantage

• React or Next.js front-end capability to ship internal dashboards and tooling without hand-offs

• Familiarity with agent orchestration frameworks: LangGraph, AutoGen, CrewAI, or custom orchestration patterns

• Experience in a GTM Systems, RevOps, or Sales Engineering context

• Okta / identity provider integration work (PKCE flows, SCIM, token management)

How We Operate

The Foundry runs on three principles that every team member is expected to embody:

• Ownership — You own the full lifecycle of what you build: design, delivery, observability, and iteration. We don't have a separate ops hand-off.

• Velocity — We ship to production in days, not quarters. AI tools are how we maintain that pace without sacrificing quality.

• Atomicity — Every deliverable is a discrete, composable unit — an MCP server, an agent, an API. Nothing we build requires everything else to work.

Who Thrives Here

This role is a strong fit if you are genuinely excited to work at the intersection of AI infrastructure and internal product — not just as a user of AI, but as someone building the layer that makes AI useful for an entire go-to-market organization. You are comfortable with ambiguity, you default to shipping, and you see every piece of internal tooling as a product that deserves operational discipline.

This role is not a fit if you need heavily defined requirements before starting work, prefer long planning cycles to iterative delivery, or view AI tools as optional extras rather than core to how you operate.

Equal Opportunity Employer

ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Privacy Notice

ClickUp collects and processes personal data in accordance with applicable data protection laws. You can find further details by viewing our Global Candidate Privacy Notice.

If you are a Philippine Job Applicant, please also see our Philippine Data Privacy Notice for further details.

Visa Sponsorship

Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.

Fraud Alert

ClickUp Talent Acquisition will only initiate contact via an @clickup.com email or through our official careers portal on clickup.com. We will never request fees, payments, or sensitive personal information. Please disregard any offers received outside these channels and report them to support@clickup.com.

AI Processing Notice

ClickUp may use artificial intelligence and machine learning technologies to help review and screen candidates' employment applications against role-related criteria. These tools support, but do not replace, human decision‑making. If you have questions or need an accommodation in the recruitment process, please contact us at AskPeople@ClickUp.com.

At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀

Job Summary

As a Support Automation Engineer on the Post Sales Systems team, you will design, build, and maintain the automation and AI systems that power ClickUp's post-sales support organization. You'll be responsible for translating business workflows in Zendesk and related CX platforms into scalable, intelligent automations that reduce manual effort, improve customer experience, and free up our support team to focus on high-value interactions.

This role sits at the intersection of engineering rigor and customer empathy. You'll partner closely with the Support and Success organizations, GTM Systems Leadership, and cross-functional stakeholders to automate away toil, surface insights through AI, and build systems that adapt to how support teams actually work. The kind of person who thrives here moves fast, takes full ownership of what they build, and is genuinely excited about applying AI to real operational problems. This role is a direct contributor to GTMSOE's broader mission of operational excellence across the GTM org.

Key Responsibilities

AI-Powered Automation Design & Development

• Design and build automations in Zendesk that reduce repetitive support work: ticket routing, field population, note summarization, escalation logic, and customer outreach workflows.

• Develop AI-driven workflows using Zendesk AI, custom LLM integrations, and ClickUp Super Agents to automate tasks like ticket summarization, sentiment analysis, knowledge base matching, and response suggestions.

• Architect low-code/no-code automation solutions using Workato, Zapier, and similar integration platforms to connect Zendesk with Salesforce, ClickUp, Maven chatbot, and other tools.

• Own the full lifecycle of an automation: discovery, design, build, testing, deployment, and ongoing optimization based on usage and feedback.

CX Systems Integration & Data Flow

• Ensure seamless data flow between Zendesk, Salesforce, ClickUp, Chili Piper, Maven AGI chatbot, and other tools in the support tech stack.

• Design integration patterns that keep data clean, up-to-date, and accessible to downstream systems without creating maintenance nightmares.

• Build and maintain reporting dashboards and data pipelines that surface support health, automation impact, and team productivity metrics.

• Partner with the Support org to identify pain points, bottlenecks, and opportunities where AI and automation can deliver measurable value.

AI Capability Expansion

• Experiment with emerging AI/LLM capabilities (agents, RAG, fine-tuning) and determine which are production-ready for support workflows.

• Build reusable AI templates and patterns that other CX Systems team members can leverage, promoting consistency and reducing duplication.

• Collaborate with the broader GTM Systems Engineering team to share learnings and align on AI strategy across post-sales, sales, and finance domains.

• Log AI/automation work in the team's AI Excellence registry to promote transparency and cross-team learning.

Reliability & Continuous Improvement

• Monitor automation health, error rates, and SLAs; proactively identify and resolve issues before they impact support operations.

• Gather feedback from support teams and stakeholders; iterate on existing automations to improve accuracy, reduce false positives, and adapt to evolving business needs.

• Maintain documentation and runbooks so that support and CX teams understand how automations work and when to escalate issues.

• Help simplify and modernize existing architecture in Zendesk and connecting systems to improve long-term maintainability.

Cross-Functional Collaboration

• Work closely with GTM Support teammates and leadership on intake, prioritization, and task execution.

• Partner with the Support and Success organizations and key stakeholders to translate business requirements into technical specifications.

• Contribute to the GTM Systems Engineering operating model: maintain task hygiene and communicate proactively on large initiatives.

Qualifications

Experience

• 3–5+ years in systems administration, business systems engineering, or customer support platform work.

• Demonstrated experience building automations or integrations that have shipped to production and delivered measurable business value.

• Hands-on experience with CX platforms, particularly Zendesk at an admin level or higher.

• Experience in a high-velocity, collaborative environment where you wear multiple hats and adapt quickly.

• Optional but valued: experience with ClickUp, Maven/chatbots, GTM systems, or support-focused SaaS operations.

Skills & Competencies

Technical

• Zendesk expertise: Hands-on experience with automations, triggers, business rules, and configuration (admin-level proficiency or higher).

• Integration & API work: Comfortable with REST APIs, webhooks, and integration platforms (Retool, Workato, Zapier, or similar low-code tools).

• AI & LLMs: Familiarity with prompt engineering, LLM APIs (OpenAI, Claude, etc.), MCP, and how to safely integrate AI into production workflows. You don't need to be an ML engineer, but you should understand when and how to apply AI to solve real problems.

• Data & scripting: Comfortable working with JSON, SQL, or light scripting (Python, JavaScript) to build data pipelines and transform data between systems.

• Salesforce integration: Understanding of Zendesk-to-Salesforce sync workflows, object relationships, and common integration patterns.

Operational & Mindset

• Ownership: You take full responsibility for the systems you build—reliability, documentation, and continuous improvement included. You don't hand off and walk away.

• Velocity: You move fast, iterate, and ship. You embrace "done is better than perfect" when appropriate, but never at the expense of reliability or customer trust.

• AI & Automation mindset: You're excited about LLMs and AI agents, not intimidated. You experiment, learn quickly, and know when to apply new tools and when to stick with what works.

• Collaboration: You're a skilled communicator who can translate between technical and non-technical stakeholders. You ask clarifying questions, challenge assumptions respectfully, and build trust with the teams you support.

• Growth: You're customer-centric and measure success not just by automation coverage, but by the real impact on support efficiency and quality.

What You'll Work With

• Zendesk: Primary CX platform—automations, triggers, custom fields, custom apps, and reporting.

• ClickUp Super Agents: AI-powered automation and task orchestration within the ClickUp ecosystem.

• Salesforce: Zendesk-to-Salesforce integration, data sync, field mapping, and cross-system workflows.

• Integration stack: Workato, Zapier, and possibly Retool for custom apps and workflow orchestration.

• Maven chatbot & AI tools: In-app support, ticket automation, and AI-driven customer interactions.

• Data & reporting: ClickUp, Salesforce dashboards, and custom data pipelines for support metrics and insights.

Equal Opportunity Employer

ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Privacy Notice

ClickUp collects and processes personal data in accordance with applicable data protection laws. You can find further details by viewing our Global Candidate Privacy Notice.

If you are a Philippine Job Applicant, please also see our Philippine Data Privacy Notice for further details.

Visa Sponsorship

Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.

Fraud Alert

ClickUp Talent Acquisition will only initiate contact via an @clickup.com email or through our official careers portal on clickup.com. We will never request fees, payments, or sensitive personal information. Please disregard any offers received outside these channels and report them to support@clickup.com.

AI Processing Notice

ClickUp may use artificial intelligence and machine learning technologies to help review and screen candidates' employment applications against role-related criteria. These tools support, but do not replace, human decision‑making. If you have questions or need an accommodation in the recruitment process, please contact us at AskPeople@ClickUp.com.