Customer Support Engineer
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Job Description
Customer Support Engineer providing AI-assisted troubleshooting and support for Unily clients. Handling end-to-end case management and delivering high-quality client interactions across regions.
Responsibilities:
- 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.
- Ensuring first contact resolution and high-quality case documentation.
- Active contribution to knowledge and AI improvements.
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
Benefits:
- Our awesome team culture. We are focused on achieving results as a team and having fun while we do it. You won’t find a friendlier or more dedicated bunch of people.
- Our industry leading product. We are very proud of our ever-evolving product, naturally we use (and love) it internally and provide the tools and resources for you (and our clients) to become a Unily expert.
- The flexibility that we offer. We don’t just mean working from home occasionally. We operate on a hybrid basis, and also recognize that life happens during the 9-5.30 and encourage a sustainable work/life balance.
- Our bright and modern office spaces. When you need to be in the office we want it to be like being at home. We have a well-stocked kitchen and the option to bring your dog to work.
- We offer a fantastic suite of benefits. Including 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 so many more.
- Our commitment to sustainability and giving back to the community. We know working for an organisation that takes its environmental & social impact seriously is important, and we are proud to offer 1 fully paid volunteering day per year, an employee matching charity donation scheme and options to lease an Electric Vehicle through our salary sacrifice scheme.
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