Customer Service Systems Automation Engineer

About Uphold

Uphold is a financial technology company that believes on-chain services are the future of finance. It provides modern infrastructure for on-chain payments, banking and investments. Offering Consumer Services, Business Services and Institutional Trading, Uphold makes pioneering financial services easy and trusted for millions of customers in more than 140 countries. 

Uphold strips away the complexity and lack of transparency to open up Web3 finance for everyone.

To learn more about Uphold, please visit https://uphold.com.

The Opportunity:

As a Customer Service Systems Automation Engineer at Uphold, you’ll play a key role in improving the systems, tools, and workflows that power our support operations.
Working closely with our CRM and Systems Manager, the Engineering team, and other cross-functional partners, you’ll design and implement automations, system integrations, and solutions that drive efficiency and scale.

From chatbot implementation and AI-driven automation to custom tooling and process optimization, you’ll help streamline the way we deliver service to our customers — and make it easier for our internal teams to do their best work.

This role gives you the opportunity to combine technical problem-solving with operational impact, contributing directly to how we scale support and deliver a world-class customer experience.

What you'll be doing primarily:

• Work closely with the CRM/Systems Manager to implement technical solutions that support Customer Service operations.
  


• Translate solution designs into clean, maintainable code — including backend scripts, integrations, and automations.
  


• Build and maintain integrations between support platforms (e.g., CRM, ticketing systems) and internal tools, ensuring data flows and functionality align with operational needs.
  


• Support the technical implementation of AI and chatbot tools as defined by the CRM team, including API configuration and testing.
  


• Liaise with Engineering to ensure compatibility with core systems and uphold performance and security standards.
  


• Troubleshoot technical issues related to system integrations, data syncs, and automation flows.
  


• Contribute to documentation and handovers to ensure long-term maintainability and knowledge sharing.
  


• Stay up to date with tools and platforms that could enhance support automation and internal workflows.
  

Required qualifications:

• BS or advanced degree in Computer Science or equivalent.
  


• Minimum of 3 years of development experience with modern programming languages
  


• Spent lots of quality time coding, deeply learning the powerful idioms and important idiosyncrasies of multiple programming languages and their ecosystems. We like to code mostly in JavaScript (node.js) and Golang.
  


• Strong understanding of relational (preferably PostgreSQL) and/or non-relational databases (e.g. Redis).
  


• Strong understanding of web semantics.
  


• Knowledge of version control systems.
  


• Basic knowledge of standard development pipelines, including build and other automation tools.
  


• Good communication skills and a team player with the ability to work in cross-functional teams, and with a great attitude.
  


• Fluent written and oral English skills.
  

Importantly, if you’re looking for a senior role with us, you will have achieved many of the things above while also providing mentorship to others, and have engaged in public speaking opportunities.

What we have to offer you:

• Innovation and Impact: Be a part of a company driving innovation and making meaningful impact. Work on cutting-edge projects in a stimulating and challenging work environment.
  


• Competitive Compensation: We offer a salary, stock options, performance-based bonuses, and comprehensive benefits.
  


• Strong Company Culture: Join a supportive and positive work environment built on shared values of integrity, teamwork, accountability, and excellence.
  


• Global All-Hands Calls: Regular sessions to share updates, strategize, and foster connections.
  


• Development: Opportunities for training and mentorship programs.
  


• Flexibility: Work from home, from other locations or slightly different hours available.
  


• Inclusive and Diverse Environment: Foster an environment where different perspectives are valued.

Benefits:

• Annual bonus program based on individual, team and company performance.
  


• Home office stipend to support the setup of a productive home office.
  


• Generous PTO, healthcare coverage, and employee assistance programs.
  


• Interesting and fun events and celebrations.
  


• Foodie culture and well-stocked office kitchen. 

Join our team and embark on a fulfilling career where you'll have the opportunity to grow, innovate, and contribute to something meaningful. Come and be a part of our talented team! 

If this job isn’t exactly what you are looking for, visit our careers page to check out all our exciting opportunities.  

EEOC Employer

We're proud to be an Equal Opportunity Employer and we celebrate our employees' differences, including race, color, religion, gender identity, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, and any other protected classes. Difference makes us stronger and better - together.