Reports to: Support Manager (Customer Support & Professional Services)
Location: Remote. US-based, or UK / EU-based working US hours. Shift aligned to 8am to 6pm CT.
About Unaric: Everyone is recording. No one is listening. Unaric is changing that. We're building the listening layer for the agentic enterprise: the connective tissue that turns every campaign, every conversation, every transaction into Salesforce-native context that teams and agents can act on. Having acquired nine businesses over three years and unified them under one brand, we're scaling the team that keeps our customers successful.
Just as important as what we build is how we work. Unaric is a friendly and supportive place, and we care as much about how people treat each other as what they deliver. It's also dynamic and fast-paced, with no two days quite the same, so it suits people who stay calm under pressure and enjoy rising to a fresh challenge. We're looking for someone who'll thrive in that environment and add to it.
As our customer base grows across the US, we're building dedicated US-hours support. We're looking for a US-Hours Support Engineer to be the frontline technical expert our American customers rely on, keeping their Voice, Payments and Salesforce services running smoothly, in their own time zone.
Purpose of the Role: You'll be the first and primary point of technical support for our US customers during US business hours, owning tickets from first contact through to resolution. You'll diagnose and resolve issues across Microsoft Teams telephony, Payments, and Salesforce, keeping customers informed and confident throughout.
Salesforce is central to how our products work, so problem-solving here goes beyond Voice and Payments. Many issues call for a solid understanding of Salesforce structure, processes and flows, and reasoning about how a customer's configuration fits together is often the difference between a quick resolution and a stalled ticket.
You won't always be able to resolve an issue yourself, and that's expected. Where a ticket needs Tier 3 or development input, you'll remain the owner: coordinating the escalation, chasing internal teams for progress, and keeping the customer updated until it's fully closed. The customer should always feel someone has their issue in hand, and that someone is you.
This is a full US-hours role: your day runs to US business hours (8am to 6pm CT) so customers get support when they need it. We're open to candidates in the US, or in the UK / EU and happy to work a US shift; the hours are contractual and reflected in the package.
About You: You're calm under pressure and genuinely enjoy solving problems for people. You take ownership of a ticket and see it through, and crucially you keep owning it even when the fix sits with another team, chasing progress and keeping the customer informed rather than letting it drift. You update people in clear, jargon-free language so they always know where things stand. You're technically capable across voice and, ideally, payments, and comfortable working inside Salesforce to understand how a customer's setup drives what you're seeing. You're confident diagnosing issues yourself, and equally confident knowing when to pull in specialist help. You thrive working independently in a remote team, and you're happy owning the US-hours window as the person our American customers come to trust.
Key Responsibilities
• Act as the primary point of contact for US-based customers during US business hours (8am to 6pm CT).
• Own Tier 1 / Tier 2 support tickets for Unaric Voice, Payments and Salesforce, from first contact to resolution.
• Diagnose and resolve technical issues across Microsoft Teams telephony, Payments services, and the customer's Salesforce configuration, structure and flows.
• Keep customers informed with clear, timely updates throughout the life of an issue.
• Own the ticket through escalation: where Tier 3 or development input is needed, coordinate the handover, chase internal teams for progress, and keep the customer updated until closure.
• Participate in the structured on-call rota for priority (P1 / P2) incidents.
• Maintain accurate ticket records and contribute to knowledge base articles and support documentation.
• Meet response and resolution SLAs, including for Premium Support customers.
Required Skills and Experience
• Experience in a technical support or service desk role, ideally in SaaS, telephony, or unified communications.
• Working knowledge of Microsoft Teams telephony, VoIP, or SIP-based voice services.
• Working knowledge of Salesforce, and confidence navigating its structure, processes and flows to diagnose issues (deeper Salesforce administration or flow-building experience is a strong advantage).
• Strong troubleshooting instincts and a structured approach to diagnosis.
• Excellent written and verbal communication, able to explain technical detail clearly to non-technical customers.
• Familiarity with a ticketing / ITSM tool and working to defined SLAs (ITIL awareness an advantage).
• Self-directed and reliable working remotely, and able to commit to a US-hours shift (8am to 6pm CT).
• US-based, or UK / EU-based and willing to work US hours.
• Exposure to Payments platforms is an advantage.
What Success Looks Like
• US customers consistently supported within SLA (primary KPI)
• Tickets owned end to end, with high first-contact resolution
• Escalated tickets driven to closure: owned, chased, and communicated, not handed off and forgotten
• Positive customer feedback on responsiveness and clarity
• On-call rota commitments met for priority incidents
• Knowledge base and documentation kept current