Application Support Engineer

Unily; United States; Hybrid; USD 85,000 - 125,000; Full time

Benefits offered by this job

Hybrid work model

25 days holiday + birthday day

Life cover

Pension plan

Life assurance

Income protection

Electric vehicle salary sacrifice

Dog-friendly office

Job summary

Unily, a leading AI-native employee experience platform, seeks an Application Support Engineer in the United States. You will own customer-impacting incidents end-to-end, investigate using logs and traces, and collaborate with Product and Engineering to restore service quickly.

You will work a weekday shift rotation across regions, document RCA and runbooks, and contribute to knowledge updates while maintaining clear stakeholder communication and a strong customer focus.

Qualifications

• BSc in IT or equivalent experience.
• Experience as L2/L3 Support for cloud SaaS products.
• Familiarity with ServiceNow or similar ticketing systems.
• Familiarity with AI agents like Copilot or Claude.
• Ability to read and understand code to identify root causes.

Responsibilities

• Own customer-impacting incidents end-to-end within SLAs.
• Investigate incidents using logs, traces, and metrics.
• Maintain incident records in the ticketing system with updates.
• Partner with Product and Engineering on complex issues.
• Participate in global handovers to ensure coverage.
• Contribute to post-incident reviews and runbooks.

Skills

Incident management

SaaS support

Log analysis

English communication

Azure familiarity

Education

BSc in IT or equivalent

Tools

ServiceNow

Copilot

Claude

ASP.NET

REST APIs

Azure

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.

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.
  • 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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