Support Engineer

Unitary is a rapidly growing startup on a mission to transform how businesses get work done. We build Virtual Agents, AI-powered software workers that automate complex back‑office operations. Virtual Agents are a proprietary blend of AI models and deterministic systems, built agentically. They combine advanced reasoning with human‑in‑the‑loop oversight in a system designed to deliver reliable, production‑grade automation with guaranteed outcomes. We are expanding rapidly across insurance, marketplaces, and healthcare, in industries where operational complexity, legacy systems, and cost pressure make traditional automation approaches too risky or too slow. Backed by Plural and Creandum, we raised a $15M Series A in 2024 and are building a new category of outcome‑guaranteed automation for complex operations. This is an opportunity to join at a pivotal stage and help shape how businesses adopt AI safely and at scale.

The role involves helping formalise and grow our support function. This is a hands‑on, operationally focused role that will be based in our Service Operations Engineering team. Your mission will be to keep our live customer Virtual Agents running smoothly and to help build the processes and tooling to make that easier over time. You will be the first responder for technical issues: triaging problems, coordinating with the right people, and implementing the resolution. You will maintain and update customer workflows, ensure our platform remains secure and healthy, and operate the AI decision engine that drives improvements to our overall system accuracy. When things are quieter on the operations front, you will contribute to the engineering work that makes the whole team more effective. This will include improving internal tooling, writing runbooks, and helping build self‑service capabilities so our internal agent operations teams can resolve more issues independently.

As Part Of This Role, You Will:

• Work closely with our operations engineering lead and customer success team to establish priorities across multiple customers and ensure operational excellence.
• Triage and resolve technical issues raised by customers and internal teams.
• Lead or contribute to post‑mortems when contractual service level agreement breaches occur, identifying root causes and driving preventive improvements.
• Operate the AI decision engine to make targeted improvements to automation accuracy.
• Update customer workflows when requirements change, working with the customer success team to assess scope and confirm delivery timelines with the customer.
• Contribute to internal tooling and automation that will drive efficiency during the day‑to‑day service operations.
• Write and maintain runbooks and documentation that enable our internal agent operations teams to become more self‑sufficient over time.
• Participate in our 24/7 on‑call rotation.

Requirements:

We are looking for someone who is excited about building innovative solutions and wants to have a large impact in a smaller company; you will be a key part of defining Unitary’s future during this early stage of our next growth journey. We need versatile people who are happy to get stuck into whatever needs doing, and are ready to learn and grow with the company. For this particular role, we need a collaborative and operationally minded engineer who stays calm under pressure and takes ownership of problems from start to finish. You will balance reactive work (responding to issues and supporting customers) with proactive improvements to the systems and processes around you. Communication is crucial as you will work closely with colleagues across multiple teams and disciplines, often coordinating during time‑sensitive situations.

We Would Love To Hear From You If You:

• Have experience supporting live production systems, including debugging and troubleshooting issues across the stack.
• Can demonstrate a proactive and autonomous approach to problem solving.
• Are confident writing production code in Python.
• Communicate clearly, both in written documentation and when coordinating with technical and non‑technical colleagues in time‑sensitive situations.
• Have experience with incident triage and response, and post‑mortem processes.

It would be even better, but not essential, if you have:

• Previous experience working in a startup or small team.
• Experience with workflow orchestration systems (e.g. Temporal).
• Familiarity with monitoring and observability tools such as Grafana or Prometheus.
• Familiarity with ML/AI systems at an operational level; you do not need to build models, but understanding how they fit into a production system is helpful.
• Experience writing runbooks, internal documentation, or building self‑service tooling for non‑engineering users.

Benefits:

Unitary is a remote‑first team of 25+ people spread across Europe and North America who are fiercely passionate about making the internet a better place, and deeply motivated to become a force for good. We have an ambition to create a company filled with happy, kind and collaborative people who achieve extraordinary things together. Our culture is built around the power of trust, transparency and self‑leadership.

Working at Unitary:

We Are Committed To Creating a Positive And Inclusive Culture Built On Genuine Interest For Each Other's Well-being. We Offer Progressive And Market‑leading Benefits, Including:

• Flexible hours and location.
• Competitive salary and equity package.
• Occupational pension.
• Generous paid parental leave.
• Generous paid sick leave.
• Annual budget for your professional development and growth.
• Annual budget for your individual health and wellness.
• Three team offsites to London or other exciting destinations in Europe.

As the role requires joining a 24/7 on‑call support rotation, there will be additional compensation for these shifts.