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Support Engineer

5 months, 2 weeks ago
United Kingdom
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
Grafana Machine Learning MLOps Prometheus Python
Apply Now
Unitary

Unitary

Unitary is a company specializing in visual content moderation, using context-aware AI to detect harmful content and ensure online safety for brands and platforms. Their mission is to make the internet safer by providing accurate and scalable solutions...

Internet Software & Services
11-50
Founded 2019
$31M raised
View All Jobs 5

Description

  • Act as first responder for technical issues: triage problems, coordinate with the right teams, and implement resolutions.
  • Triage and resolve technical incidents raised by customers and internal teams, balancing urgency and impact across multiple customers.
  • Operate the AI decision engine to make targeted improvements to automation accuracy and system performance.
  • Maintain and update customer workflows when requirements change, coordinating scope and delivery timelines with customer success.
  • Lead or contribute to post-mortems for SLA breaches, identify root causes, and drive preventive improvements.
  • Contribute to and build internal tooling and automation to increase efficiency in day-to-day service operations.
  • Write and maintain runbooks and documentation to enable internal agent operations teams to resolve issues independently.
  • Work closely with the operations engineering lead and customer success team to establish priorities and ensure operational excellence across customers.
  • Participate in a 24/7 on-call rotation and provide time-sensitive coordination during incidents.

Requirements

  • Experience supporting live production systems, including debugging and troubleshooting issues across the stack.
  • Proven experience with incident triage, response, and post-mortem processes.
  • Confident writing production code in Python.
  • Proactive and autonomous approach to problem solving, with ownership from detection to resolution.
  • Strong communication skills, both written and verbal, with the ability to coordinate with technical and non-technical colleagues under time pressure.
  • Collaborative, operationally minded, and able to stay calm under pressure while balancing reactive and proactive work.
  • Previous experience working in a startup or small team (preferred).
  • Experience with workflow orchestration systems (e.g., Temporal) (preferred).
  • Familiarity with monitoring and observability tools such as Grafana or Prometheus (preferred).
  • Familiarity with ML/AI systems at an operational level and experience writing runbooks or building self-service tooling for non-engineering users (preferred).

Benefits

  • Flexible hours and remote-first work environment.
  • Competitive salary with an equity package.
  • Occupational pension.
  • Generous paid parental leave.
  • Generous paid sick leave.
  • Annual budget for professional development and growth.
  • Annual budget for individual health and wellness.
  • Additional compensation for participating in the 24/7 on-call support rotation.

Interested in this position?

Apply directly on the company website

Apply Now

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