SaaS Incident Response Engineer

Unily; Guildford; Hybrid; 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

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.