Customer Support Engineer
Unily
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. 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. Main 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. You’ll combine technical troubleshooting, product expertise, and AI‑assisted investigation to deliver world‑class support across regions in a follow‑the‑sun model. 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 Benefits Generous base salary and discretionary company bonus 25 days holiday (plus an 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 and more Fully paid volunteering day per year, employee matching charity donation scheme, and options to lease an Electric Vehicle through salary sacrifice scheme Hybrid work model with flexible hours and support for sustainable work/life balance #J-18808-Ljbffr Unily
Vacancy posted 2 days ago
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