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Customer Support Engineer

UnilyRemote (United States)
Remote Full-time

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Experience Level

Experience

Qualifications

To excel in this role, candidates should possess a background in technical support, strong problem-solving capabilities, excellent communication skills, and the ability to work collaboratively in a remote environment.

About the job

Unily seeks a Customer Support Engineer to join its remote team based in the United States. This position focuses on handling the entire lifecycle of customer support cases, serving as the main point of contact for clients with technical questions or challenges. The work involves close collaboration with customers from various regions, using a combination of troubleshooting skills, product knowledge, and AI-assisted tools to deliver effective solutions.

Working hours

This role follows Pacific Time (PST) hours. Typical shifts include:

  • 1pm–10pm PST
  • 2pm–11pm PST
  • 3pm–12am PST

Candidates should be comfortable with later shifts and supporting customers across different global time zones.

Main responsibilities

  • Act as the primary problem solver for technical issues raised by clients
  • Oversee support cases from the initial inquiry through to resolution
  • Provide timely, thorough, and high-quality assistance in every customer interaction
  • Apply technical troubleshooting skills and in-depth product knowledge to address customer needs
  • Utilize AI-assisted investigation techniques to improve support efficiency

About Unily

About UnilyWith over 20 years of experience, Unily connects people, technology, and knowledge through its innovative AI-native employee experience platform. Serving enterprises with employee counts ranging from 1,000 to over 100,000—including notable clients such as Estée Lauder Companies, CVS Health, and British Airways—Unily enhances productivity by removing obstacles, increasing clarity, and accelerating workflows.

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