Support Engineer
- Location
- United Kingdom
- Salary range
- Not stated
- Workplace
- Remote
- Level
- Individual contributor
- Job family
- Engineering
- Posted
- 8 months ago
The T&S Network estimates this role to be P2, Professional. We don't yet know typical pay for this level in United Kingdom. Most of our pay data comes from US roles. If you work in Trust & Safety in United Kingdom, add your pay to help others. Key skills at this level: builds and ships detection or enforcement systems in production, evaluates a classifier on the metric that matches the harm, not on accuracy, and works with labeled data of uneven and adversarial quality.
Why this level
Estimated from the posting rather than stated by the employer: the title reads as P2.
The role, in T&S terms
Written by the T&S Network from Unitary's posting.
Support engineering for live AI-driven back-office automation, called Virtual Agents, that run for insurance, marketplace and healthcare customers. The role is the first responder for production technical issues within the Service Operations Engineering team, keeping customer workflows running and building the tooling and processes that support them.
What you'd do
- Handle first-line technical problems from customers and internal staff, then bring in the right people to fix them.
- Revise customer workflows when needs shift, scoping the change with customer success and agreeing delivery dates with the client.
- Maintain platform security and health for live customer Virtual Agents.
- Run the AI decision engine to tune automation accuracy where it's needed.
- Build internal tooling and automation that speeds up day-to-day service operations.
- Keep runbooks current so internal agent ops staff can handle more cases without engineering help.
- Take part in post-mortems after contractual SLA breaches, identifying root causes and preventive fixes.
What it asks for
- Track record of troubleshooting faults in systems already in production, end to end.
- Experience with incident triage and response and post-mortem processes.
- Confident writing production code in Python.
- Clear written and verbal communication with technical and non-technical colleagues during time-sensitive incidents.
- Experience in a startup or small team (preferred).
- Experience with workflow orchestration systems such as Temporal (preferred).
- Working knowledge of observability platforms like Grafana or Prometheus (preferred).
Worth knowing
- Joins a 24/7 on-call support rotation, with additional compensation for those shifts.
- Works with customers across insurance, marketplaces and healthcare.
Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on Unitary before you apply. If we got something wrong, report this listing.
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Still listed 14 hours ago
About Unitary
The employer
About Unitary
AI and model safety · Safety tooling · London, United Kingdom · 51 to 200 people
London company doing context-aware video moderation, and the maker of Detoxify.
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