SaaS Incident Response 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

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.