Lead Automation Engineer - AI & MSP Operations

Open Approach, Inc.; Burlington (VT); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

401(k) with match

Generous PTO

Parental leave

Job summary

Open Approach, Inc. is seeking an Automation Engineer in Burlington, VT (Hybrid) to lead automation across MSP operations. You will build AI-driven and script-based solutions that scale, reduce manual work, and improve client outcomes.

The role emphasizes integrating RMM/PSA tools, developing scalable workflows, and leveraging AI APIs to automate decision-making, with a strong focus on reliability and security in regulated environments.

Qualifications

• 5+ years of IT operations and DevOps experience, preferably in MSP or similar.
• PowerShell required; Python strongly preferred for AI/ML integrations.
• Experience with RMM platforms, PSA/ticketing systems, Microsoft 365/Azure, Windows Server.
• Experience with APIs and automation frameworks.
• Strong IT infrastructure knowledge (networks, servers, cloud).
• Understanding of CI/CD, Git, version control, and scalable builds.
• Ability to analyze workflows and identify automation opportunities.
• Strong documentation and process design skills.
• Balance innovation with operational stability.
• Hands-on AI/LLM API experience and prompt engineering.
• Familiarity with agentic AI frameworks (LangChain, AutoGen, Semantic Kernel) or ability to build multi-step AI workflows.

Responsibilities

• Identify, design, and implement automation to streamline MSP operational workflows.
• Integrate and automate workflows across RMM, PSA, monitoring, ticketing, and documentation platforms.
• Collaborate with Service Desk, NOC, and Engineering to reduce repetitive tasks.
• Develop scripts, tools, and workflows with scalability in mind.
• Build and deploy AI-powered internal tools using large language model APIs to automate decision-making and triage.
• Design and maintain automated workflows for multi-step tasks like ticket enrichment and escalation routing.
• Identify AI-assisted summarization or prediction opportunities to reduce technician workload.
• Design automated remediation for client issues and event-driven automation.
• Automate onboarding/offboarding and cloud platform integrations (Azure, M365, AWS).
• Contribute to automation frameworks for client environments (provisioning, compliance checks, security baselines).
• Develop AI-driven automation for ticket triage and client communications.
• Create automated health reports and anomaly summaries from telemetry.

Skills

IT operations

DevOps

PowerShell

Python

APIs

RMM tooling

CI/CD

Git

Documentation

AI/LLM concepts

Tools

PowerShell

Python

RMM platforms

PSA/ticketing systems

Microsoft 365 / Azure

Windows Server

APIs

CI/CD

Git

LangChain

Job description

Open Approach, Inc. is seeking an Automation Engineer in Burlington, VT (Hybrid) to lead automation across MSP operations. You will build AI-driven and script-based solutions that scale, reduce manual work, and improve client outcomes.

The role emphasizes integrating RMM/PSA tools, developing scalable workflows, and leveraging AI APIs to automate decision-making, with a strong focus on reliability and security in regulated environments.