Tier 2 Technical Support
$130k - $160k USD
About Unify
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
3–5 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.
Location & Privacy
This is an 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.