Staff AI TechOps Lead

1Password is growing. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing.

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. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust 1Password to help their teams securely adopt the SaaS and AI tools they need to do their best work.

If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future.

At 1Password, we believe in equipping our Customer Experience teams with the most innovative tools, processes, and insights possible, supported by modern AI capabilities. We're looking for an Automation & AI Engineer to join our CX TechOps team who excels at designing, building, and optimizing workflows and systems across our post-sales tech stack. You will bring AI tools to bear where they create real leverage, while remaining grounded in the systems thinking and integration fundamentals that make solutions durable and scalable.

This is a hands-on, cross-functional role for someone who is excited by the opportunity to bring engineering rigor to CX Operations. You'll work closely with the post close teams (onboarding & implementation, customer success, customer engagement, support) and CX ops teams to turn ideas into scalable solutions that drive efficiency, improve customer outcomes, and elevate the post-sales experience.

This is a remote opportunity within Canada and the US.

An engineer and systems thinker at heart with a strong grasp of post-sales and support workflows. They understand how to analyze a process, identify where friction lives, and design solutions that are simple, scalable, and maintainable, whether that means configuring an integration in Workato, writing a Python script, or deploying an AI agent in Dust. They're passionate about exploring how emerging technologies (especially MCPs and LLMs) can augment and transform the way CX teams serve customers but equally knows when not to depend on them, finding equal comfort in an iPaaS platform as they are in a code editor.

This person thrives at the intersection of customer problems, data, and code. They can read a business requirement, map a workflow, and build a solution using the right tool for the job, moving fast to prototype new ideas while thinking in systems: for scale, integration, or even failure. They're highly collaborative and able to communicate effectively across technical and non-technical teams, bridging the gap between CX strategy and technical execution.

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  Design and implement AI-powered solutions across CX tools like Zendesk, Salesforce, Rocketlane, Gong and Gainsight

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  Gather requirements from CX Operations leaders and stakeholders, documenting current-state workflows and translating business needs into technical specifications across the support lifecycle

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  Build and maintain integration AI solutions and workflows, including but not limited to system-to-system automations across Zendesk, Salesforce, and Gainsight

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  Build tools and automations for ticket routing, case summarization, sentiment analysis, knowledge base surfacing, and proactive churn signals

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  Develop internal APIs and scripts to streamline CX workflows and reduce manual effort for support teams

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  Integrate third-party AI platforms, including AI tools like Dust and automation platforms like Workato into the CX tech stack

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  Ensure systems are scalable, reliable, and well-documented

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  Stay current on AI trends and recommend relevant CX and support applications
  

• 3+ 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

• Bonus: Experience deploying internal tools with platforms like Retool, Streamlit, Slack bots, or Dust

• Understanding of CX data structures including ticketing systems, customer health scoring, and escalation logic

• Experience with process mapping, business requirements documentation, or workflow analysis (e.g. swim lane diagrams, RACI frameworks, process narratives)

• 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

1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.

Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at nextbit@agilebits.com and we’ll work to meet your needs.

Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you.

Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.

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