Automation Support Engineer (AI-Assisted) — Role Profile

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 Vertex AI)
• Experience with Blue Prism Enterprise (v7.x preferred), with a preference for backend/API and Control Room over legacy client-side development.
• Experience working with SQL Server in a support or troubleshooting capacity.
• Financial services or regulated environment experience.
• Foundational Blue Prism certifications.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

Applications will be accepted on an ongoing basis until the position is filled.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.