Application Support Engineer

Unily; Guildford; On-site; GBP 42,000 - 64,000; Full time

Benefits offered by this job

25 days holiday

Birthday day off

Vitality life cover

Aviva pension

Life assurance

Income protection

Volunteering day

Charity donation matching

Electric Vehicle salary sacrifice

Job summary

Unily in Guildford is seeking an Application Support Engineer to own incidents end-to-end for our SaaS platform, using logs, traces and metrics to diagnose and resolve issues quickly.

You will collaborate with Product and Engineering, maintain incident records in ServiceNow, and participate in on-call duties and shift rotations across EMEA.

The role offers a hybrid work pattern, a competitive base salary, and a comprehensive benefits package including 25 days holiday and wellbeing cover.

Qualifications

• BSc degree in IT (or equivalent experience).
• Previous experience as a L2/L3 Support Engineer for cloud SaaS products.
• Familiarity with ServiceNow (or similar).
• Familiarity with platforms for specialized AI agents such as Copilot or Claude.
• Ability to understand application logs, traces, and metrics.
• Basic understanding of ASP.NET, MVC, REST APIs and ability to read code to identify root cause.
• Previous Azure experience is preferred; any major cloud experience is valuable.
• Available to work a weekday shift rotation and provide on-call cover at nights and weekends.
• Aptitude to learn DevOps skills and understand a complex cloud app.
• Strong problem solving and communication skills in English.

Responsibilities

• Own customer-impacting incidents end-to-end from detection through closure within SLAs.
• Investigate incidents using logs, traces, and metrics; reproduce issues and capture evidence.
• Maintain incident records in ServiceNow with timelines, impact, and updates.
• Collaborate with Product and Engineering on complex problems with actionable repro steps.
• Participate in global handovers to ensure 24/7 coverage across regions.
• Contribute to post-incident reviews, RCA notes, runbooks, and knowledge updates.

Skills

Incident management

SaaS support

Log analysis

Azure services

English communication

Education

BSc IT or equivalent

Tools

ServiceNow

Copilot/Claude AI agents

REST APIs

Job description

With 20+ years of expertise, Unily unites people, technology, and knowledge into action through the only AI-native employee experience platform. As the intelligent digital front door to work, Unily helps enterprises from 1,000 to 100,000+ employees, including Estée Lauder Companies, CVS Health, and British Airways, remove friction, increase clarity, and accelerate productivity so work moves faster.

Unily is a five‑time Leader in Employee Experience, recognized as a Leader in the 2025 Gartner® Magic Quadrant™ for Intranet Packaged Solutions, the 2024 Forrester Wave™: Intranet Platforms, and the IDC MarketScape: Worldwide Experience‑Centric Intelligent Digital Workspaces 2025. This analyst leadership is reinforced by strong customer validation, including G2 Crowd Leader recognition for exceptional usability and enterprise‑grade performance. Unily also holds the prestigious ClearBox “Intranet Choices 2025” award. With these accolades, we continue to grow and expand our employee community with people who are passionate about joining us on this exciting journey.

Job Purpose

As an Application Support Engineer, you will provide highly technical, incident-driven support for our SaaS platform—owning each incident end-to-end from initial triage through investigation, mitigation, resolution, and closure. You’ll use deep product knowledge, diagnostics, log analysis, and collaboration with Product and Engineering to restore service quickly, communicate clearly with stakeholders, and drive strong incident documentation and root-cause follow-ups to prevent recurrence.

Main Responsibilities

• Own customer-impacting incidents end-to-end, from detection/triage through mitigation, resolution, and closure within agreed SLAs.
• Investigate incidents using application logs, traces, and metrics; reproduce issues where possible and capture clear technical evidence.
• Maintain accurate incident records in our ticketing system (e.g., ServiceNow), including timelines, impact, troubleshooting steps, and customer/ stakeholder updates.
• Partner with Product and Engineering on complex or code-level problems, providing high-quality repro steps, logs, traces, and analysis to accelerate fixes.
• Work a weekday shift rotation and participate in global handovers to ensure continuous incident coverage across EMEA and other regions.
• Recommend safe mitigations for live issues after careful analysis and contribute to post-incident review items (RCA notes, runbooks, and knowledge updates) to prevent recurrence.

Requirements

• BSc degree in IT (or equivalent experience).
• Previous experience as a L2 / L3 Support Engineer supporting cloud SaaS products.
• Familiarity with ticketing systems such as ServiceNow (or similar).
• Familiarity with platforms for specialized AI agents such as Copilot or Claude.
• Ability to understand application logs, application traces, and metrics.
• Basic understanding of ASP.NET, MVC, REST APIs and ability to read and understand code to identify root cause and define repro steps.
• Previous experience with Azure services is preferred; any major cloud experience is valuable.
• Available to work a weekday shift rotation and provide on-call cover during nights and weekends.
• Aptitude to learn new DevOps skills and understand the inner workings of a complex cloud application.
• Passion for problem solving—enjoying the process of understanding an issue, identifying root cause, and defining replication steps.
• Ability to think on your feet and recommend valid mitigations to live issues after careful analysis.
• Highly motivated self-starter with a positive attitude.
• Strong verbal and written communication skills in English.

We are united by a shared purpose and are committed to truly understanding each other. We know that everyone is unique and has their own story. We strive to have a diverse workforce that embraces and celebrates one another. We are united in building connections and curious to learn from each other so that we continue to grow together to build the workplace of tomorrow.

Why Work For Unily?

In addition to a generous base salary and discretionary company bonus, here are some things we think you will love:

Our awesome team culture.

We are focused on achieving results as a team and having fun while we do it. You won’t find a friendlier or more dedicated bunch of people.

Our industry leading product.

We are very proud of our ever-evolving product, naturally we use (and love) it internally and provide the tools and resources for you (and our clients) to become a Unily expert.

The flexibility that we offer.

We don’t just mean working from home occasionally. We operate on a hybrid basis, and also recognize that life happens during the 9-5.30 and encourage a sustainable work/life balance.

Our bright and modern office spaces.

When you need to be in the office we want it to be like being at home. We have a well-stocked kitchen and the option to bring your dog to work.

We offer a fantastic suite of benefits.

Including 25 days holiday plus an extra paid day off to enjoy your birthday, Vitality life cover (for health, sight, hearing and dental), Aviva pension (via a salary sacrifice scheme), life assurance, income protection and so many more.

Our commitment to sustainability and giving back to the community.We know working for an organisation that takes its environmental & social impact seriously is important, and we are proud to offer 1 fully paid volunteering day per year, an employee matching charity donation scheme and options to lease an Electric Vehicle through our salary sacrifice scheme.

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