About the job
Unitary is an innovative startup dedicated to revolutionizing the way businesses operate.
We specialize in developing Virtual Agents—AI-driven software solutions designed to streamline intricate back-office tasks. Our proprietary Virtual Agents merge advanced AI models with deterministic systems, ensuring reliability and efficiency. With human oversight embedded in the process, our technology is tailored to deliver consistent, production-ready automation that guarantees results.
As we expand into sectors such as insurance, marketplaces, and healthcare, we are addressing challenges posed by operational complexity, outdated systems, and economic pressures that make conventional automation methods less viable.
With backing from Plural and Creandum, we successfully secured $15M in Series A funding in 2024 and are pioneering a new frontier in guaranteed automation for intricate operations. This is a unique opportunity to contribute at a transformative moment in our journey and influence the safe and scalable adoption of AI across industries.
Your Role
We are on the lookout for a dedicated Support Engineer to formalize and enhance our support operations. This position is part of our Service Operations Engineering team and focuses on hands-on, operational management.
Your primary goal will be to ensure the seamless functioning of our customer Virtual Agents while developing processes and tools to facilitate this over time. You'll serve as the first point of contact for technical challenges, managing issue triage, coordinating with relevant teams, and executing solutions. Your responsibilities will also include updating customer workflows, maintaining the security and health of our platform, and operating the AI decision engine to enhance overall system accuracy.
During quieter periods, you will engage in engineering initiatives to improve team efficiency through the development of internal tools, creating runbooks, and building self-service capabilities for our internal agent operations teams.
Key Responsibilities:
- Collaborate with the operations engineering lead and customer success team to set priorities across multiple clients and ensure operational excellence.
- Diagnose and resolve technical issues raised by customers and internal teams.
- Lead or assist in post-mortem analyses for service level agreement breaches, identifying root causes and implementing preventive measures.
- Manage the AI decision engine to implement targeted enhancements to automation accuracy.
- Revise customer workflows in response to changing requirements, working closely with the customer success team to evaluate scope and confirm timelines with clients.
- Contribute to the development of internal tools and automation to enhance efficiency in day-to-day service operations.
- Produce and maintain comprehensive runbooks and documentation to empower our internal teams to work more autonomously.