Customer Support Engineer
About The Position
Uniti Real Estate is building the world's largest asset class, valued at $393 trillion globally, which is bigger than all stocks, bonds, and gold combined. Over $1 trillion a year is spent globally on property management tasks like leasing, maintenance, collections, accounting, marketing, and HR. Uniti is creating an execution layer for real estate, specifically an AI agent system for all front- and back-office workflows, operating across various communication channels. This system aims to make work faster and more efficient, allowing human teams to focus on critical tasks.
Requirements
- 2-4 years of experience in Customer Support, Technical Support or similar role.
- Hands-on experience with observability and monitoring tools (such as Datadog).
- Ability to write and execute simple SQL queries to pull, review, and validate data.
- Comfort working with technical products, APIs, integrations, or complex SaaS platforms.
- Ability to diagnose and troubleshoot complex technical issues across multiple systems.
- Familiarity with and interest in Agentic AI products, tools, and prompting.
Responsibilities
- Triage, respond to, and resolve customer support tickets across all channels and company verticals.
- Troubleshoot product issues, integrations, configuration problems, and unexpected product behavior.
- Clearly communicate solutions, workarounds, and next steps to customers.
- Escalate complex issues to engineering with clear context, reproduction steps, and impact.
- Review, update and improve AI prompts.
- Own and manage the entire support workflow end-to-end (Pylon).
- Ensure timely responses, prioritization, and resolution of all support requests.
- Identify bottlenecks and continuously improve support processes, tooling, and documentation.
- Partner closely with engineering and product teams to surface bugs, feature requests, and usability gaps.
- Analyze patterns in support tickets and customer usage to identify product improvements.
- Propose new features, enhancements, and fixes based on customer feedback.
- Create and maintain internal and customer-facing documentation.
- Develop troubleshooting guides, FAQs, and best-practice resources.
- Improve knowledge sharing across support, product, and engineering teams.
Benefits
- Competitive salary and equity package
- Full medical, vision, and dental insurance
- High level of ownership and direct impact on company + product direction
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
