About this role
Job title: Ticket and Incidents Automation Specialist
About the Role
Zapier is expanding its Tickets and Incidents capabilities to help teams resolve issues faster through automation. This role focuses on automating ticket creation, triage, incident communication, and stakeholder updates so your team can concentrate on solving problems rather than admin work.
What You'll Do
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Automate ticket creation from forms, help desks, live chat, or any channel, including creating new Zendesk tickets from Intercom conversations
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Automatically triage tickets using custom filters and logic to assign to the right teams and people, avoiding manual routing
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Notify the right team ASAP with automated alerts on Slack, Teams, or email once a ticket is assigned
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Add tasks (e.g., Asana) for new PagerDuty incidents and notify teams in Slack to keep incident response coordinated
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Keep stakeholders in the loop with automatic progress updates and requests for action
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Carry over relevant context across platforms to ensure smooth cross-team collaboration
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Build and maintain an efficient ticket and incidents tech stack by connecting 9,000+ integrations and customizing with Paths and Filters
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Leverage automation to achieve faster update and resolution times (one-minute updates on paid plans)
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Support mission-critical workflows used by forward-thinking enterprises that rely on Zapier
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What We're Looking For
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Experience designing and implementing automation for ticket and incident workflows, including auto-creation, routing, and alerting
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Ability to connect multiple tools and maintain data consistency across platforms (Slack, Teams, email, Jira, Zendesk, Intercom, PagerDuty, Asana, etc.)
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Comfort with customizing routing logic using Paths and Filters to route tickets to the correct teams
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A mindset focused on reducing clerical tasks and improving speed to resolution
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Nice to Have
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Experience summarizing Jira issues using AI and sharing summaries on Slack
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Familiarity with the Zapier ecosystem and common incident response tooling
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Compensation & Benefits
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Salary and benefits are not specified in this posting