Support Operations Engineer

Join Apify on our mission to help anyone get more value from the web, so they can automate tasks and spend time on the things that matter most. Apify downloads billions of web pages from all over the world for AI , market research , and finding lost children . We give chatbots the context to interact intelligently, and we’re making agents an integral part of the Apify platform. We're looking for a Support Operations Engineer to transform how we scale support. You'll build AI-powered automation with Intercom Fin, own our Zapier workflows, and create the operational foundation that lets support scale without proportional headcount. What you'll be working on: Your primary focus: deg support workflows that let us handle significantly more volume without growing the team proportionally. Day-to-day, you'll build and refine Intercom Workflows and Fin AI Procedures that automate common requests, basic troubleshooting, and tool-specific guidance. You'll design decision trees, test automations, and continuously optimize based on ticket metrics. When you spot patterns - spikes in certain question types, longer resolution times for specific issues - you'll figure out whether the fix is better documentation, a new automation, or a process change. You'll own all Zapier and custom automations: maintaining existing workflows, building new integrations, monitoring for failures, and ensuring everything runs reliably as volume grows. When something breaks, you debug it. When the team needs a new automation, you build it. You'll also collaborate with Engineering on technical projects that improve support infrastructure - providing requirements for internal tools, helping design API integrations, or contributing technical input on architecture decisions. You won't write production code, but you'll need to speak the language well enough to work effectively with engineers. Finally, you'll document everything you build - not just technical docs, but clear operational guides so the su