Business Application Engineer - Support

About Port

At Port.io, we are building an open and flexible Agentic Engineering Platform for modern engineering organizations. Following our recent $100M Series C funding round, we are in a phase of rapid hypergrowth with strong enterprise momentum.

We act as the central nervous system for engineering, enabling platform teams to unify their stack and expose it as a governed layer through golden paths for developers and AI agents.

By combining rich engineering context, workflows, and actions, we help organizations transition from manual processes to autonomous, AI-assisted engineering workflows while maintaining control and accountability.

As a product-led company, we believe in building world-class platforms that fundamentally shape how modern engineering organizations operate.

About the Role

We are seeking a highly skilled and passionate Support Business Application Engineer to take ownership of our Support systems and applications. This is a strategic, hands-on, delivery-focused role for someone who acts as a trusted business partner — navigating complex business processes, driving operational excellence, owning application roadmaps, and delivering measurable business results.

You'll be the go-to expert for Port's Support technology landscape, owning end-to-end delivery of integrations, automations, and AI-powered workflows that power our Support organization at scale.

What you’ll do

• Steer the Support systems strategy and collaborate with the Head of Support and key business partners to build and maintain a roadmap aligned with current business needs and future scale - with AI as a core pillar of that strategy.
• Lead implementation of new Support applications and major enhancements, managing the full lifecycle from requirements through post-deploy support.
• Design, develop, and maintain automations and integrations across the Support stack - including Zendesk, Pylon, Thena (Slack Support), PagerDuty, Fin by Intercom, Gong, and CRM systems.
• Own the AI tooling strategy for Support - evaluate, implement, and continuously improve AI-powered tools and agents that drive deflection, faster triage, smarter routing, and reduced manual work.
• Build AI-assisted workflows for knowledge management, including automatic case summarization, tagging, suggested responses, content gap detection, and article creation.
• Implement and maintain integration frameworks using low-code and code-based tools (e.g., Zapier, n8n) and API-based integrations via webhooks and REST services.
• Own and improve Support on-call scheduling operations - PagerDuty schedules, rotations, escalation policies, and coverage rules.
• Ensure data consistency and integrity across systems through well-structured automation design (field mappings, ticket metadata, CRM ↔ Support linkage).
• Build monitoring and alerting mechanisms for automation failures and exceptions, especially around routing and escalation flows.

Who you’ll work with

• You'll work closely with the Head of Support and stakeholders across Support, Engineering, Product, Operations, and IT. You'll also collaborate with Data and Security teams to ensure automations align with company-wide governance, data strategy, and infrastructure standards.

What we’re looking for

• 3+ years of experience in automation engineering, systems integration, or business application development in a B2B SaaS environment. Experience in a Support context is a plus.
• Hands-on experience with ticketing, CRM, or operational systems (e.g., Zendesk, PagerDuty, or similar). Willingness and ability to ramp up quickly on Support-specific tooling.
• Proven experience designing and implementing AI-powered workflows and tooling - including LLM-based automations, AI agents, and tools like Fin by Intercom or comparable platforms. You know where AI adds real value and how to make it stick in production.
• Hands-on experience building workflows and integrations using Zapier and/or n8n (or similar), plus APIs/webhooks and data structures (JSON, REST).
• Strong documentation mindset: process maps, runbooks, system diagrams, and change management for production workflows.
• Excellent communication skills, with the ability to translate Support needs into technical solutions and engage effectively with stakeholders.
• Self-starter with high ownership, reliability, and attention to detail.