Job Purpose
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.
Main Responsibilities
Deliver end‑to‑end support for our clients, maintain high‑quality case documentation, ensure fast and accurate resolution of technical issues, and contribute to continuous improvements in knowledge and AI tools.
Success Metrics
* SLA compliance
* CSAT
* High‑quality case documentation
* Active contribution to knowledge and AI improvements
What You Bring
* 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
Why Work For Unily?
In addition to a generous base salary and discretionary company bonus, we offer:
* Our awesome team culture: focused on results, teamwork, and fun.
* Industry‑leading product with internal training to become experts.
* Flexibility: hybrid work model, 9‑5.30 schedule, and sustainable work/life balance.
* Bright, modern office spaces with a well‑stocked kitchen and dog‑friendly policy.
* Great benefits: 25 days holiday plus a birthday day off, Vitality life cover, Aviva pension scheme, life assurance, income protection.
* Sustainability and community: one paid volunteering day, charity donation matching, and electric vehicle lease options.
Unily is committed to diversity, inclusion, and belonging, creating an environment where everyone can thrive.
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