Customer Support Engineer

Job description

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 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 First Contact Resolution 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 We are united by a shared purpose and are committed to truly understanding each other. We know that everyone is unique and has their own story. We strive to have a diverse workforce that embraces and celebrates one another. We are united in building connections and curious to learn from each other so that we continue to grow together to build the workplace of tomorrow. Why Work For Unily? In addition to a generous base salary and discretionary company bonus, here are some things we think you will love: 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. View Unily's UK & EEA Careers Privacy Notice here View Unily's USA Careers Privacy Notice here About Unily With 20+ years of expertise, Unily unites people, technology, and knowledge into action through the only AI-native employee experience platform. As the intelligent digital front door to work, Unily helps enterprises from 1,000 to 100,000+ employees, including Estée Lauder Companies, CVS Health, and British Airways, remove friction, increase clarity, and accelerate productivity so work moves faster. Unily is a five‑time Leader in Employee Experience, recognized as a Leader in the 2025 Gartner® Magic Quadrant™ for Intranet Packaged Solutions, the 2024 Forrester Wave™: Intranet Platforms, and the IDC MarketScape: Worldwide Experience‑Centric Intelligent Digital Workspaces 2025. This analyst leadership is reinforced by strong customer validation, including G2 Crowd Leader recognition for exceptional usability and enterprise‑grade performance. Unily also holds the prestigious ClearBox “Intranet Choices 2025” award. With these accolades, we continue to grow and expand our employee community with people who are passionate about joining us on this exciting journey.