SaaS Incident Response Engineer

Unily; Godalming; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

Birthday day off

Vitality health cover

Aviva pension

Life assurance

Income protection

Volunteering day

Charity matching

Electric vehicle salary sacrifice

Job summary

Unily is seeking an Application Support Engineer to provide highly technical, incident-driven support for our SaaS platform. You will own each incident from triage to resolution, using product knowledge, diagnostics, and collaboration with Product and Engineering to resolve issues quickly and clearly communicate with stakeholders.

You will maintain accurate incident records in ServiceNow, support on-call rotations, and contribute to post-incident RCA and runbooks to prevent recurrence.

Qualifications

• BSc IT or equivalent required.
• Experience as L2/L3 support for cloud SaaS products.
• Familiarity with ServiceNow or similar ticketing systems.
• Understanding of application logs, traces and metrics.
• Knowledge of ASP.NET, MVC, REST APIs; ability to read code for root cause.

Responsibilities

• Own incidents end-to-end from detection to closure within SLAs.
• Investigate incidents using logs, traces and metrics; reproduce issues.
• Maintain incident records in ticketing systems (e.g., ServiceNow).
• Collaborate with Product and Engineering to speed fixes; provide repro steps and logs.
• Support rota with weekday shifts; participate in global handovers across regions.
• Contribute to post-incident reviews, RCA notes, and runbooks.

Skills

L2/L3 support

Cloud SaaS

ServiceNow

ASP.NET

REST APIs

Azure

Log analysis

English communication

Education

BSc IT or equivalent

Tools

Copilot

Claude

ServiceNow

Job description

Unily is seeking an Application Support Engineer to provide highly technical, incident-driven support for our SaaS platform. You will own each incident from triage to resolution, using product knowledge, diagnostics, and collaboration with Product and Engineering to resolve issues quickly and clearly communicate with stakeholders.

You will maintain accurate incident records in ServiceNow, support on-call rotations, and contribute to post-incident RCA and runbooks to prevent recurrence.