Summary

This remote support engineer role keeps Unitary's live customer Virtual Agents reliable through technical triage, workflow updates, incident response, and operational improvements. The role supports a 24/7 on-call rotation and also builds tooling, runbooks, and self-service capabilities within a 25+ person startup.

Responsibilities

• Triage and resolve customer and internal technical issues
• Lead post-mortems after service level breaches
• Operate ai decision engine to improve accuracy
• Update customer workflows and confirm delivery timelines
• Build internal tooling and self-service automation
• Write runbooks and maintain operational documentation
• Participate in the 24/7 on-call rotation