Automation Support Engineer (AI-Assisted) — Role Profile

SS&C is a leading provider of mission-critical, AI-powered technology and services empowering financial services and healthcare organizations to work smarter, faster, and securely. Founded in 1986, SS&C is headquartered in Windsor, Connecticut, and has offices worldwide. More than 23,000 financial services and healthcare organizations, from the world’s largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

Key Responsibilities

RPA Application & Production Support

• Investigate incidents and failures using logs, control room data, process design artefacts, and runtime behaviour.
• Triage incoming issues quickly and accurately, distinguishing process defects from environment, infrastructure, or data-related root causes.
• Identify root causes and implement fixes for bugs, configuration issues, and minor enhancements.
• Act as a single point of accountability for assigned automations or business areas.

AI-Assisted Development, Testing & Issue Resolution

• Use modern AI coding assistants, LLM APIs, or open-source AI frameworks to accelerate investigation, build and maintain automation workflows, and support agentic processes.
• Use AI-assisted testing tools to support test case, scenario, and regression coverage generation, reducing regression risk on changes.
• Critically evaluate AI-generated outputs to ensure quality and accuracy before acting on them.
• Apply awareness of core prompting techniques (Few-Shot, Chain-of-Thought, Retrieval-Augmented Generation) at a level appropriate to support and triage work.

Minor Development & Change Delivery

• Design, build, test, and deploy changes to existing automations in line with Blueprism best practices.
• Apply understanding of work queue concepts (Work HQ), transactional priority tagging, and exception-handling logic when supporting high-throughput processes.
• Coordinate low-risk changes through appropriate change control, release, and communication processes.
• Work with developers in diagnosing issues and improving development quality.

Incident, Problem & Triage Management

• Manage incidents and defects through to resolution, remaining calm and methodical during high-severity.
• Balance support priorities and delivery constraints, managing expectations across stakeholders.
• Contribute to problem management by identifying recurring issues and driving durable fixes to reduce repeat incidents.

Stakeholder Management & Communication

• Communicate clearly with operational stakeholders during incidents, including impact, workaround, and resolution.
• Act as a single point of accountability for assigned automations or business areas.
• Build strong relationships across Operations, Technology, Risk, and Business functions.
• Manage upward and laterally — keeping leadership and peer teams appropriately informed, and escalating at the right time with the right context.

Governance, Trust & Knowledge Sharing

• Ensure AI and automation components comply with enterprise-grade security, data privacy, and ethical AI guardrails.
• Apply awareness of Responsible AI principles, model limitations, and governance practices.
• Create and maintain support documentation, runbooks, and troubleshooting guides.
• Promote consistent investigation approaches, quality standards, and AI-assisted ways of working within the Support team.

Required Skills & Experience

Essential

• Production support experience within enterprise environments.
• Experience in environments where delivery and maintenance responsibilities are merged — e.g. CoE, DevOps, or Full Stack teams.
• Strong understanding of infrastructure concepts (servers, services, access, networking fundamentals).
• Hands-on exposure to modern AI coding assistants, LLM APIs, or open-source AI frameworks.
• Familiarity with Playwright (web automation/testing) and FlaUI or similar accessibility-based frameworks (desktop).
• Awareness of prompt engineering techniques and how text-based AI models operate.
• Ability to work calmly and methodically during high-severity incidents.
• Excellent stakeholder communication and coordination skills.
• Strong sense of accountability and service ownership.
• Demonstrated ability to work autonomously, make sound and timely decisions, and escalate appropriately.

Desirable

• Exposure to AI agents/Digital Workers and cloud-based AI ecosystems (e.g. AWS Bedrock, Azure OpenAI, Google Vert…