Support Engineer
Unitary
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
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Tech Stack
About the role
- Help formalise and grow the support function
- Keep live customer Virtual Agents running smoothly
- Build processes and tooling for operational efficiency
- First responder for technical issues and triaging problems
- Coordinate with teams for issue resolution
- Maintain and update customer workflows
- Ensure platform security and health
- Operate the AI decision engine for system accuracy improvements
- Contribute to engineering work for internal tooling
- Write runbooks and documentation for self-sufficiency
- Participate in 24/7 on-call rotation
Requirements
- Experience supporting live production systems, including debugging and troubleshooting issues across the stack
- Proactive and autonomous approach to problem solving
- Confident writing production code in Python
- Clear communication in written documentation and coordination with technical and non-technical colleagues
- Experience with incident triage and response, and post-mortem processes
- Previous experience working in a startup or small team (preferred, not essential)
- 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
- Experience writing runbooks, internal documentation, or building self-service tooling for non-engineering users
Benefits
- 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
- Additional compensation for 24/7 on-call support rotation shifts
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Pythondebuggingtroubleshootingworkflow orchestrationincident triagepost-mortem processesML systemsAI systemsrunbooks writingself-service tooling
Soft Skills
proactive problem solvingautonomous approachclear communicationcoordinationteam collaboration