Customer Support Engineer

Unily

1d•Hybrid

About The Position

As a Customer Support Engineer, you will be the frontline problem solver for our clients—owning the end‑to‑end case lifecycle and ensuring every interaction is fast, insightful, and high‑quality. You’ll combine technical troubleshooting, product expertise, and AI‑assisted investigation to deliver world‑class support across regions in a follow‑the‑sun model. This position requires regular working hours aligned to Pacific Time (PST), typically: 1pm–10pm, 2pm–11pm or 3pm–12am PST This role will suit someone who is comfortable working later shifts and enjoys supporting customers in global time zones.

Requirements

2–4 years of experience in technical or customer support (SaaS preferred)
Strong troubleshooting skills and ability to learn complex systems quickly
Excellent communication and multitasking abilities
Experience with CRM/ticketing tools (ServiceNow) and AI technologies
A collaborative mindset and curiosity to deepen product and domain expertise
A customer‑obsessed approach to problem‑solving

Responsibilities

As a Customer Support Engineer, you will be the frontline problem solver for our clients—owning the end‑to‑end case lifecycle and ensuring every interaction is fast, insightful, and high‑quality.
Combine technical troubleshooting, product expertise, and AI‑assisted investigation to deliver world‑class support across regions in a follow‑the‑sun model.
First Contact Resolution
SLA compliance
CSAT
High‑quality case documentation
Active contribution to knowledge and AI improvements

Benefits

Generous base salary
Discretionary company bonus
Awesome team culture
Industry leading product
Flexibility
Hybrid work basis
Sustainable work/life balance
Bright and modern office spaces
Well-stocked kitchen
Option to bring your dog to work
25 days holiday
Extra paid day off to enjoy your birthday
Vitality life cover (for health, sight, hearing and dental)
Aviva pension (via a salary sacrifice scheme)
Life assurance
Income protection
1 fully paid volunteering day per year
Employee matching charity donation scheme
Options to lease an Electric Vehicle through our salary sacrifice scheme
23 vacation days
10 sick days
1 annual volunteer day
1 day off for your birthday
Medical, dental and vision coverage at 96% of the payroll cost at the employee-only coverage level
Medical, dental and vision coverage at 80% for employee plus dependent levels
1x your annual salary in Life and AD&D coverage
5% match on your 401(k)
No vesting schedule after your first 90 days