At a Glance
- Tasks: Be the go-to problem solver for clients, ensuring top-notch support and fast resolutions.
- Company: Join a friendly tech company with a strong team culture and innovative products.
- Benefits: Enjoy a competitive salary, flexible work options, and generous holiday leave.
- Other info: Work in a modern office with great perks and a commitment to sustainability.
- Why this job: Make a real difference by helping clients while developing your technical skills.
- Qualifications: 2-4 years in customer support, strong troubleshooting skills, and a collaborative mindset.
The predicted salary is between 30000 - 40000 £ per year.
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:
- Own the end‑to‑end case lifecycle.
- Ensure every interaction is fast, insightful, and high‑quality.
- Combine technical troubleshooting, product expertise, and AI‑assisted investigation.
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
Benefits:
- Generous base salary and discretionary company bonus.
- Awesome team culture focused on achieving results and having fun.
- Industry‑leading product with tools and resources to become a Unily expert.
- Hybrid working model with a focus on work/life balance.
- Bright and modern office spaces with a well‑stocked kitchen and pet-friendly policy.
- Fantastic suite of benefits including 25 days holiday, Vitality life cover, Aviva pension, life assurance, and income protection.
- Commitment to sustainability and community giving, including paid volunteering days and charity donation schemes.
Customer Support Engineer in Guildford employer: Unily Careers
At Unily, we pride ourselves on being an exceptional employer, offering a vibrant team culture where collaboration and fun go hand in hand. Our commitment to employee growth is evident through our industry-leading product training and flexible work arrangements that promote a healthy work/life balance. With modern office spaces and a suite of generous benefits, including additional paid time off for your birthday and opportunities for community engagement, we ensure that our Customer Support Engineers thrive both personally and professionally.
