Support Engineer specializing in Atlassian, ITSM, and AI-driven support automation.
I help support teams improve ticket intake, automate workflows, strengthen asset visibility, and deliver better employee technology support across global teams.
Core stack
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About Horatio
Horatio Grant is a Support Engineer based in Toronto with experience across IT support, Atlassian administration, asset management, and AI-driven support automation. He has supported employee technology operations across global teams and has worked extensively with Jira Service Management, Confluence, Jira Assets, Axonius, Intune, Slack, n8n, REST APIs, and support automation workflows.
His work focuses on improving support operations through cleaner ticket intake, better routing, stronger asset visibility, automation, and AI-powered support tools that help teams troubleshoot faster and capture better request data.
Experience
Support Engineer
TRADER Corporation / AutoScout24
Systems Engineering, AI & Automation
2026 – Current
- Designed and implemented automation workflows across Jira, Slack, Axonius, Intune, and Jira Assets to reduce manual support effort.
- Developed AI-powered support tools, including Agent Assister and Remy, to improve troubleshooting guidance, request intake, and ticket quality.
- Built AI-driven workflows for request detection, request classification, automated follow-up questions, and structured Jira ticket creation.
- Automated user and device creation in Jira Assets using Axonius data.
- Automated device-to-user associations to improve asset ownership visibility.
- Created documentation, testing scenarios, and operational guides to support rollout and adoption of automation tools.
Atlassian Administration & ITSM
2026 – Current
- Supported and administered Jira, Jira Service Management, Confluence, Jira Assets, workflows, automations, permissions, request forms, and SLAs.
- Designed, built, and managed the One Employee Technology Jira project during the Trader and AutoScout24 support platform integration.
- Supported an OET environment averaging approximately 2,500 requests across five intake channels, three continents, and multiple support teams.
- Configured location-based SLA logic so priorities and response expectations were based on user region.
- Redesigned request types, intake forms, and workflows to improve ticket data, reporting, and request routing.
- Created Jira projects for other teams and departments based on their workflows, request types, and operational needs.
- Built and improved Jira automations to route requests more efficiently and improve ticket handling consistency.
IT Support & User Services
2023 – 2026
- Provided day-to-day IT support for employees across Autotrader, Trader, and the broader AutoScout24 group.
- Troubleshot hardware, software, network, account, access, application, and device-related issues.
- Supported users through tickets, Slack, Zoom calls, and direct troubleshooting sessions.
- Managed and coordinated multi-office Town Halls and All Hands events across four offices in Canada.
- Improved support operations by identifying recurring issues, documenting solutions, and contributing to better ticket quality and routing.
Featured Projects
Real platforms and tools I've designed, built, and shipped to support thousands of requests across global teams.
Global IT Service Management Platform
Jira Service Management · Atlassian · Support Operations
Designed and managed a unified Jira Service Management platform for Employee Technology support during the Trader and AutoScout24 support process integration.
- Consolidated support intake across Jira portal, Slack, email, phone, and in-person requests.
- Configured location-based SLA logic to align response expectations with user region and support coverage.
- Redesigned request types, intake forms, workflows, and routing rules to capture cleaner ticket data and improve reporting.
- Improved visibility into support demand, ticket categories, intake quality, and regional support performance.
Impact
Requests supported per month
Intake channels unified
Continents covered
AI-Powered Support Intake & Troubleshooting Automation
AI Automation · JSM · Slack · OpenAI
Built AI-powered support automation tools to improve request intake, troubleshooting guidance, and ticket quality.
AI Slack-to-Jira Intake Bot
- AI-powered Slack-to-Jira support assistant that detects helpdesk requests, asks for missing intake details, and creates structured Jira tickets.
- Increased data captured from Slack-based support requests by ~70%.
- Saved an estimated 45 hours/month in triage and ticket intake.
AI Troubleshooting Assistant
- Created Agent Assister, a GenAI-powered Jira automation that surfaces troubleshooting guidance and response suggestions inside tickets.
- Reduced average time to resolve by ~15%.
- Generates support responses based on existing Jira and Confluence docs.
Impact
More data captured per Slack request
Saved per month on triage
Average time to resolve
Technical Skills
Atlassian & ITSM
AI & Automation
IT Support & Endpoint Management
Integrations & APIs
Asset Management
Collaboration & Support Tools
Education
Sheridan College Institute of Technology and Advanced Learning
Computer Systems Technician – Software Engineering
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If my experience looks aligned with your team, feel free to reach out by email.
granthoratio@gmail.com