Customer Support Engineer

Why Uniti

Real estate is the world's largest asset class — $393 trillion globally, bigger than all stocks, bonds, and gold combined. Over $1 trillion a year, globally, goes to the teams running properties — leasing, maintenance, collections, accounting, marketing, HR, asset management. Same bundle of tasks at every property, every day, across every vertical. The surface looks different across office, multifamily, senior living, self-storage, affordable housing, student housing, coworking, hospitality. The work underneath is the same.

Today that work is stuck in tickets, phone queues, and a dozen disconnected tools. Real estate has been waiting for an execution layer.

Uniti is building it — the system of action for real estate. AI agents for every front- and back-office workflow, operating across voice, email, SMS, WhatsApp, and chat. One horizontal layer, every vertical. Work gets done faster, around the clock. The humans on our customers' teams get to focus on the parts of the job that actually need them.

Roles and Responsibilities

Customer Support & Troubleshooting

• Triage, respond to, and resolve customer support tickets across all channels and company verticals

• Troubleshoot product issues, integrations, configuration problems, and unexpected product behavior

• Clearly communicate solutions, workarounds, and next steps to customers

• Escalate complex issues to engineering with clear context, reproduction steps, and impact

• Review, update and improve AI prompts

Support Workflow Ownership

• Own and manage the entire support workflow end-to-end (Pylon)

• Ensure timely responses, prioritization, and resolution of all support requests

• Identify bottlenecks and continuously improve support processes, tooling, and documentation

Product & Engineering Collaboration

• Partner closely with engineering and product teams to surface bugs, feature requests, and usability gaps

• Analyze patterns in support tickets and customer usage to identify product improvements

• Propose new features, enhancements, and fixes based on customer feedback

Documentation & Knowledge Base

• Create and maintain internal and customer-facing documentation

• Develop troubleshooting guides, FAQs, and best-practice resources

• Improve knowledge sharing across support, product, and engineering teams

Background and Qualifications

• 2-4 years of experience in Customer Support, Technical Support or similar role

• Hands-on experience with observability and monitoring tools (such as Datadog)

• Ability to write and execute simple SQL queries to pull, review, and validate data

• Comfort working with technical products, APIs, integrations, or complex SaaS platforms

• Ability to diagnose and troubleshoot complex technical issues across multiple systems

• Familiarity with and interest in Agentic AI products, tools, and prompting

Benefits

• Competitive salary and equity package

• Full medical, vision, and dental insurance

• High level of ownership and direct impact on company + product direction