The Opportunity

Neilson Financial Services is looking for a Integration & Automation Engineer – Support Services to help modernise and streamline our Tech Support Services through smart integrations, automation, and practical AI solutions.

This is a hands-on engineering role within our Application Support Engineering team, ideal for someone who enjoys building things that remove friction, scale support operations, and directly improve customer and internal team experience.

You’ll be working in a fast-moving, low-bureaucracy environment where engineers are trusted to make decisions, ship improvements, and focus on outcomes—not process for process’ sake.

The Role

As our Integration & Automation Engineer, you’ll be a core technical contributor responsible for designing, implementing, and maintaining integrations and automations across the support ecosystem. You’ll work closely with Support, IT, and Engineering teams to ensure systems talk to each other cleanly, reliably, and securely.

This role suits an Engineer who enjoys practical problem-solving, automation, and working closely with real users. If you like building solutions that genuinely get used-and make support teams’ lives easier-you’ll fit right in.

Key Responsibilities

System Integration Implementation

·        Build and maintain integrations between support platforms, ticketing tools, knowledge bases, and third-party applications using APIs, webhooks, and integration platforms

·        Write scripts, configure middleware, and implement data mapping logic to ensure seamless data flow between systems

·        Test and validate integrations prior to deployment, ensuring data accuracy, security compliance, and performance standards

·        Document integration specifications including API endpoints, authentication methods, data schemas, error handling, and configuration settings

Automation Engineering & Development

·        Build automations for support processes such as ticket routing, escalation rules, notifications, data updates, and routine administrative tasks

·        Implement automation solutions using workflow platforms, scripting languages (Python, JavaScript), and no-code / low-code tools (e.g. n8n, Zapier)

·        Configure and customize automation tools to meet business requirements while adhering to coding standards and best practices

·        Test automation workflows thoroughly to ensure reliability, handle edge cases, and prevent unintended outcomes

AI Helpdesk Bot Implementation & Support

·        Contribute to the AI Helpdesk Bot initiative by implementing technical components, integrations, workflows, and testing

·        Build connectors between AI bot platforms and existing support systems to enable ticket creation, data access, and knowledge base retrieval

·        Train and refine AI models by supplying sample data, testing responses, identifying gaps, and improving accuracy and performance

·        Monitor bot performance metrics and troubleshoot issues related to APIs, integrations, and response quality

Technical Maintenance & Troubleshooting

·        Monitor integration health using logs, dashboards, and alerts to identify failures, latency, or data synchronization issues

·        Troubleshoot API errors, authentication failures, data mapping problems, timeouts, and workflow breakdowns

·        Perform root cause analysis on recurring issues and implement preventative fixes

·        Conduct regular maintenance including updates for API changes, security patches, and performance optimizations

Collaboration & Technical Support

·        Partner closely with Support teams to understand workflows, pain points, and automation opportunities

·        Collaborate with IT and Engineering to ensure integrations align with infrastructure standards, security policies, and architecture

·        Provide technical support for integrated systems and automated workflows, including documentation and training

·        Participate in project planning by providing technical input on feasibility, effort, and implementation approaches

Continuous Learning & Improvement

·        Stay current on integration technologies, automation tools, AI capabilities, and support platforms

·        Propose improvements based on performance data, user feedback, and emerging best practices

·        Evaluate new tools in sandbox environments for potential adoption

·        Contribute to team knowledge sharing through documentation and technical discussions

Education & Experience

·        Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field—or equivalent practical experience

·        Sufficient prior experience consistently building and delivering system integration, automation development, software engineering, or technical implementations

·        Hands-on experience building integrations using APIs, webhooks, or integration platforms in production environments

Required Skills

·        Strong experience with APIs (REST, SOAP)

·        Proficiency in scripting with JavaScript / Node.js (Python a plus)

·        Exposure to cloud platforms such as AWS, Azure, or Google Cloud and their integration services

·        Experience using data and reporting tools such as SQL, Tableau, Power BI, or Looker

·        Familiarity with ITSM frameworks (e.g. ITIL) and support operations workflows

Preferred Tools & Experience

·        Experience with AI chatbot platforms such as Zendesk AI, Ada, Drift, or custom bot frameworks

·        Experience with workflow automation and integration tools such as n8n, Zapier, MuleSoft, or similar

Success Metrics

Performance in this role will be evaluated on: - Integration quality: Reliability, performance, and accuracy of delivered integrations - Delivery consistency: Timely completion of work with minimal defects - Automation effectiveness: Measurable time savings and process improvements - System uptime: High availability and fast resolution of integration issues - Technical contribution: Quality of code, documentation, and solutions delivered - Collaboration: Positive feedback from stakeholders and team members

About Neilson

At Neilson, our mission is to make life insurance simple, secure, and globally accessible. Since 2012, we’ve grown from a UK-based startup into a multinational digital insurance leader operating across the UK, USA, Canada, Ireland, and Australia, with over 1,000 employees worldwide.

We Offer

Neilson provides a competitive total compensation package, extensive learning opportunities, and a dynamic environment where you can grow your career. Compensation will be based on experience, skill set, and business needs. Additionally, we support our team with a benefits package designed to help you grow:

·        Free catered lunch every Wednesday and Friday!

·        Discounted gym membership

·        12% superannuation (or current legislated rate)

·        Access to Employee Assistance Program

·        Plus standard legislative benefits

If you share our vision to make support teams more effective while creating elegant solutions to complex problems, we’d love to speak with you!

Accessibility For Job Applicants

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.