ProcessUnity

Support Engineer

• Own end-to-end health of the support function: resolution quality, escalation rate, handoff rate, and self-service deflection across both products.
• Provide after-hours on-call coverage for emergencies and critical escalations as part of 24x7 support.
• Accountable for support SLAs, backlog management, and trend analysis.
• Manage and coach a team of global support engineers handling L2 escalations across authentication, platform configuration, integrations, Global Risk Exchange respondent support, and more
• Directly own escalation relationships for our largest enterprise accounts across regulated industries.
• Partner with engineering leadership on escalation and triage.
• Redesign handoff and routing processes to achieve team efficiencies while delivering excellent service to customers.
• Own ProcessUnity's AI-driven support ecosystem end-to-end triage, virtual agents, and automated deflection - including the response narratives and automated flows used with customers.
• Use AI to analyze customer interactions, surface patterns and gaps, and run ongoing feedback-review cycles to keep the experience accurate and effective.
• Own the knowledge base and self-service deflection strategy, prioritizing new content based on observed support patterns.
• Report on support-function health and trends to leadership.
• Vibe code tools to expedite and improve customer experience

Senior Manager, Technical Support