Role OverviewWith Serval, an automation that used to take a SOW and a quarter now takes a sentence and an afternoon. That one change is why Automation Engineering is becoming the operating model for enterprise services, and why service teams stop being a bottleneck and start being an advantage.
You build in the customer's Serval instance, and the tickets stop arriving: onboarding, access requests, approvals, the long tail that clogs a service desk. You will push the limits of Serval and extend the platform into new use cases, dogfood unreleased features, feed our product team ideas from the field, and act as a practitioner evangelist for both Serval and Automation Engineering.
This is a title we are coining. Nobody has ten years of it yet, so what you build becomes the standard for everyone after you.
What You'll Do- Build in the platform: design and build automations and AI agents inside customers' Serval instances, from onboarding and access requests to the long tail that clogs a service desk.
- Wire up the stack: integrate Serval with customer systems (Okta, Google Workspace, Slack, Jira, ServiceNow, Workday) so automations complete end to end.
- Run working sessions: embed with IT, HR, Finance, and Legal teams, pull the real process out of them, and turn it into something buildable the same day.
- Enable customer builders: turn what you build into reusable patterns and teach customers' own teams to extend them, so adoption compounds after you leave.
- Partner with Deployment: work alongside Deployment Strategists to hit the milestones a customer signed up for, and surface risk early when a use case is going sideways.
What You'll Need- Degree in Computer Science or a related field, or equivalent hands-on experience.
- 2+ years in a relevant role (IT or service operations, professional services, solutions engineering, business systems, technical support).
- Working knowledge of APIs and REST, JSON, and IAM concepts including SSO, SCIM, and provisioning.
- Strong communication skills, with the ability to run a working session, challenge a requirement, and translate technical tradeoffs for non-technical stakeholders.
- Ability to learn unfamiliar software quickly and work independently across several customer accounts.
Nice to Have- Experience in an early-stage startup environment.
- Hands-on time administering or migrating an ITSM platform (ServiceNow, Jira Service Management, Freshservice, Zendesk).
- Familiarity with IT, security, service management, or workflow automation.
What We Offer- Impact: Be a key player in shaping the success of our product and company.
- Growth: Build a fundamentally new AI product offering with the support of our experienced team and investors. Grow rapidly with the company.
- Culture: Join a culture that values innovation, ownership, accountability, and fun.
