AI Operations Support Engineer

Unitary

United Kingdom

Remote

GBP 50,000 - 70,000

Full time

14 days+

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Benefits offered by this job

Flexible hours/location

Equity package

Pension

Parental leave

Sick leave

Development budget

Wellness budget

Team offsites

Job summary

Unitary is seeking a Support Engineer to formalise and grow the support function within the Service Operations Engineering team. You will be the first responder for issues, triaging problems, coordinating resolutions, and maintaining live customer Virtual Agents.

In this role you will balance reactive support with proactive improvements to tooling and processes, contribute to runbooks, and help build self-service capabilities for internal teams.

Qualifications

Experience supporting live production systems.
Proactive and autonomous problem-solving approaches.
Experience writing production code in Python.
Experience with incident triage and post-mortem processes.

Responsibilities

Triage and resolve technical issues raised by customers and internal teams.
Lead or contribute to post-mortems when service level breaches occur and drive preventive improvements.
Operate the AI decision engine to improve automation accuracy.
Update customer workflows when requirements change and align delivery timelines.
Contribute to internal tooling and automation for day-to-day service operations.
Write and maintain runbooks and documentation for self-sufficiency.
Participate in a 24/7 on-call rotation.

Skills

Python

Production systems

Incident triage

On-call rotation

Tools

Grafana

Prometheus

Temporal

Job description

In this role you will balance reactive support with proactive improvements to tooling and processes, contribute to runbooks, and help build self-service capabilities for internal teams.

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