Customer Support Engineer

About the role

Unily unites people, technology, and knowledge into action through the only AI-native employee experience platform. Enterprises such as Estée Lauder Companies, CVS Health, and British Airways rely on Unily to remove friction, increase clarity, and accelerate productivity.

Responsibilities

• Owning the end-to-end case lifecycle for client issues
• Combining technical troubleshooting, product expertise, and AI-assisted investigation to deliver world-class support across regions
• Working in a follow-the-sun model, with typical working hours aligned to Pacific Time (PST): 1pm-10pm, 2pm-11pm or 3pm-12am

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

Qualifications

• Passionate about joining Unily on its exciting journey

Skills

• Technical troubleshooting
• Product expertise
• AI-assisted investigation

Benefits

• Generous base salary and discretionary company bonus plan
• Industry-leading product
• Flexible working arrangements
• Bright and modern office spaces
• Comprehensive suite of benefits including vacation days, sick days, volunteer days, and a matching charity donation scheme
• Environmental and social impact initiatives

Pay

• Base salary
• Discretionary company bonus plan

Schedule

• Typical working hours aligned to Pacific Time (PST): 1pm-10pm, 2pm-11pm or 3pm-12am