Automation & AI Engineer

About 1Password

At 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Unified Access Management, a new cybersecurity category built for the way people and AI agents work today. Over 180,000 businesses trust 1Password to help their teams securely adopt the SaaS and AI tools they need.

Role Overview

We are looking for an Automation & AI Engineer to join our CX TechOps team to design, build, and optimize workflows and systems across our post-sales tech stack. This hands-on, cross-functional role involves working closely with onboarding, implementation, customer success, engagement, support, and CX ops teams to create scalable solutions that drive efficiency and improve customer outcomes.

This is a remote opportunity within Canada and the US.

Key Responsibilities

• Design and implement AI-powered solutions across CX tools like Zendesk, Salesforce, Rocketlane, Gong and Gainsight
• Gather requirements from CX Operations leaders and stakeholders, documenting current-state workflows and translating business needs into technical specifications across the support lifecycle
• Build and maintain integration AI solutions and workflows, including system-to-system automations across Zendesk, Salesforce, and Gainsight
• Build tools and automations for ticket routing, case summarization, sentiment analysis, knowledge base surfacing, and proactive churn signals
• Develop internal APIs and scripts to streamline CX workflows and reduce manual effort for support teams
• Integrate third-party AI platforms, including AI tools like Dust and automation platforms like Workato into the CX tech stack
• Ensure systems are scalable, reliable, and well-documented
• Stay current on AI trends and recommend relevant CX and support applications

Qualifications

• 3-5 years of experience in CX Operations, support engineering, or automation development, with direct exposure to post-sales workflows
• Hands-on experience with an enterprise integration/iPaaS platform (Workato, Tines, Zapier, or similar) to build and maintain cross-system automations
• Ability to gather and document business requirements, map workflows, and communicate process changes to non-technical stakeholders
• Strong communicator who can translate complex technical solutions for non-technical CX stakeholders
• Proficiency in Python and SQL for building automations, working with APIs, and integrating AI tools
• Experience using LLM APIs (e.g. OpenAI), cloud platforms (e.g. AWS or GCP) and version control (Git) tools to solve business problems
• Comfortable working with APIs and automating across SaaS tools like Zendesk, Salesforce, Gong, and Gainsight

Preferred Qualifications

• Understanding of CX data structures including ticketing systems, customer health scoring, and escalation logic
• Experience with process mapping, business requirements documentation, or workflow analysis
• Experience with support workflow automation (e.g. macros, triggers, AI deflection)
• Relational data modelling experience in a data warehouse
• Past experience implementing AI use cases in a customer-facing or support environment

Remote Work

This position is remote and open to applicants based in North America. Collaboration occurs across time zones asynchronously via Slack, Notion, and GitHub.

Compensation and Benefits

• USA-based roles: $123,000 - $178,000 USD/year plus benefits including health, dental, 401k, paid time off, equity grant, and incentive programs
• Canada-based roles: $110,000 - $160,000 CAD/year plus benefits including health, dental, RRSP, paid time off, equity grant, and incentive programs

Culture

We prioritize collaboration, clear communication, receptiveness to feedback, and alignment with core values: keep it simple, lead with honesty, and put people first. We seek individuals who are adaptable, curious, and driven to make an impact.

AI at 1Password

We leverage AI and machine learning technologies to improve our products and processes. Team members are encouraged to learn AI best practices and apply AI thoughtfully in their work.

Equal Opportunity

1Password is an equal opportunity employer committed to fostering an inclusive, diverse, and equitable workplace. Accommodation is available upon request during the recruitment process.