Tier 2 Technical Support

Unify Customer Support Role Unify is building the first AI-powered system of action for revenue teams, helping companies transform outbound into a top-performing growth engine by making go-to-market execution observable, repeatable, and scalable. Founded in 2023 by leaders from Ramp and Scale AI, our team brings experience from companies like Airbnb, Meta, Waymo, Perplexity, Monday.com, and more. Unify increased revenue by 8x in 2024 and serves customers including Perplexity, Cursor, SoFi, and Justworks. We're a high energy, high intensity team that has raised $58M from Thrive, Emergence, OpenAI and others. We're building the future of GTM - come join us! This role sits within Customer Support and operates as a Tier 2 escalation function responsible for diagnosing, reproducing, and resolving complex technical issues across the Unify platform and its integrations. You will work at the intersection of support, product, and engineering, owning advanced troubleshooting, root-cause analysis, and cross-functional issue resolution. You will act as a technical escalation point for Tier 1 support and post-sales teams, ensuring customer-impacting issues are triaged quickly, clearly documented, and routed appropriately. This role also contributes to system reliability by identifying patterns across tickets, surfacing product gaps, and improving internal tooling, documentation, and support workflows. This position is ideal for someone who is highly technical, detail-oriented, and comfortable debugging across APIs, integrations, and data pipelines in a fast-moving SaaS environment. What You'll Do Own Tier-2 Escalations Triage and resolve complex technical issues escalated from Tier 1, AM, and PGS teams Reproduce bugs, isolate root causes, and determine whether issues are configuration, data, integration, or platform related Provide clear interim updates and technical summaries for customer-facing teams Debug Integrations and Data Flows Investigate issues across key integrations (e.g., CRM sync, enrichment pipelines, email infrastructure, browser extensions) Validate API calls, troubleshoot CRM set up, webhook activity, and data transformations Partner with engineering to confirm expected vs. actual system behavior Incident & Bug Management Create structured bug reports with reproducible steps, logs, and impact assessment Classify severity and coordinate with engineering on prioritization and resolution timelines Track issues through resolution and communicate status to stakeholders Operational Tooling & Documentation Build and maintain advanced troubleshooting guides and internal runbooks Document known issues, workarounds, and diagnostic steps Improve internal knowledge base and escalation workflows Product Feedback Loop Identify recurring failure points, friction, or reliability risks Translate ticket patterns into actionable product insights Partner with product and engineering on long-term fixes and preventative improvements Process & Systems Improvement Optimize support workflows, tagging, and escalation paths Contribute to SLA adherence, response-time tracking, and resolution metrics Help design scalable support infrastructure as volume grows What You'll Need Experience 35 years in technical support, solutions engineering, or operations roles in a SaaS environment Experience troubleshooting APIs, integrations, or data pipelines Strong debugging skills across logs, system behavior, and configuration layers Experience writing technical documentation and internal runbooks Familiarity with support platforms (Pylon, Zendesk, Intercom, etc.) Experience partnering closely with engineering and product teams Technical Skills Strong analytical troubleshooting and root-cause analysis Comfortable reading logs, API responses, and system data Proficiency with spreadsheets and basic SQL for investigation Understanding of SaaS architectures, integrations, and sync behavior Ability to distinguish user error vs. system defect vs. configuration issue Core Competencies Clear, technical written communication Structured problem solving and documentation Strong prioritization across multiple escalations Ability to translate technical findings into customer-friendly explanations Systems thinking and process improvement mindset Compensation & Benefits The expected salary range for this role is $130,000$160,000, with eligibility for equity and a comprehensive benefits package including medical, dental, vision, and 401(k). Final compensation is based on skills, experience, and role requirements. This is a role based in San Francisco or New York City. By applying, you consent to the processing of your application materials in accordance with applicable data protection and privacy laws. Being in-person enables real-time collaboration, fosters creative problem-solving, and strengthens the connections that drive innovation and impact. You'll be at the center of our fast-paced operations, contributing to a culture that values engagement, growth, and teamwork.

Created: 2026-03-04