At a Glance
- Tasks: Be the go-to problem solver for clients, ensuring top-notch support and fast resolutions.
- Company: Join a friendly and innovative team at Unily, focused on collaboration and growth.
- Benefits: Enjoy 25 days holiday, flexible working, and a suite of health and wellness benefits.
- Other info: Work in a bright office, bring your dog, and enjoy a culture that values diversity.
- Why this job: Make a real impact by helping clients with cutting-edge technology and support.
- Qualifications: 2-4 years in technical or customer support, strong troubleshooting skills, and a customer-first 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 fast, insightful, and high‑quality interactions.
- 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
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?
- Our awesome team culture. We are focused on achieving results as a team and having fun while we do it.
- 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 operate on a hybrid basis, and also recognise that life happens during the 9-5.30 and encourage a sustainable work/life balance.
- Our bright and modern office spaces. 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, Aviva pension, life assurance, income protection and more.
- Our commitment to sustainability and giving back to the community. 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.
Customer Support Engineer employer: Unily
Unily is an exceptional employer that fosters a vibrant team culture where collaboration and fun go hand in hand. With a commitment to employee well-being, we offer flexible working arrangements, a modern office environment, and a comprehensive benefits package that includes generous holiday allowances and health coverage. Our focus on sustainability and community engagement further enhances the rewarding experience of being part of our innovative team.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Engineer
✨Tip Number 1
Get to know the company inside out! Research their products, culture, and values. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be solving problems for clients, brush up on your technical knowledge and think through common issues you might encounter. This will give you confidence during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and even lead to referrals, which can really boost your chances.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're keen on joining us at Unily and ready to dive into the role of Customer Support Engineer.
We think you need these skills to ace Customer Support Engineer
Some tips for your application 🫡
Show Your Problem-Solving Skills:As a Customer Support Engineer, you'll be the go-to person for solving client issues. Make sure your application highlights any relevant experience where you've tackled complex problems and delivered great results.
Tailor Your Application:We love seeing applications that are personalised! Take a moment to align your skills and experiences with the job description. This shows us you’re genuinely interested in the role and understand what we’re looking for.
Keep It Clear and Concise:When writing your application, clarity is key. Use straightforward language and avoid jargon unless it’s relevant. We want to see your communication skills shine through, so make every word count!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Unily
✨Know Your Stuff
Make sure you brush up on your technical troubleshooting skills and product knowledge. Familiarise yourself with the tools mentioned in the job description, like ServiceNow, and be ready to discuss how you've used them in past roles.
✨Show Off Your Communication Skills
As a Customer Support Engineer, clear communication is key. Practice explaining complex concepts in simple terms. You might even want to role-play common customer scenarios with a friend to get comfortable with articulating your thoughts.
✨Demonstrate Your Problem-Solving Mindset
Prepare examples of how you've tackled challenging customer issues in the past. Highlight your thought process and the steps you took to resolve the problem, showcasing your customer-obsessed approach to problem-solving.
✨Emphasise Teamwork and Collaboration
This role values a collaborative mindset, so be ready to share experiences where you've worked effectively within a team. Discuss how you’ve contributed to knowledge sharing or improvements in previous positions, as this aligns with their commitment to growth and learning.
