Customer Support Engineer

About UN1Q

UN1Q is a pre-launch startup developing an innovative fitness and nutrition coaching app. Our goal is to use cutting-edge, science-backed technology to provide real-time feedback and individualised fitness experiences for users.

As we prepare to launch and maintain the application, we are looking for an experienced engineer to play a key role in this process and contribute to a growing, fast-paced company environment.
 

Role Overview

We are looking for a Support Engineer to act as the first line of customer support for the UN1Q mobile application and related web systems.
 

You will work with our Jira Service Management system, handling incoming tickets, investigating issues, reproducing bugs, and resolving problems where possible. When required, you will escalate clearly documented issues to the appropriate second-line teams.
 

This role requires a structured, analytical thinker who can understand technical technical and business processes relevant to our users, communicate clearly and politely, and maintain high standards of documentation and follow-up.

Key Responsibilities
 

• Act as first-line support for the UN1Q mobile application and related web systems.
• Manage and triage tickets within Jira, ensuring proper categorization, prioritization, and tracking.
• Investigate reported issues by reproducing bugs and testing across environments.
• Aggregate context from various sources into cohesive tickets.
• Resolve configuration issues, minor bugs, and user-facing problems when possible.
• Escalate complex technical issues to engineering or business teams with clear documentation and reproduction steps.
• Communicate efficiently with internal teams regarding issue status and resolution progress.
• Assist in maintaining knowledge base documentation and internal troubleshooting guides.
• Help identify recurring patterns and propose improvements to reduce support load.
   

Requirements
 

• 2+ years of experience in technical support, application support, QA, or junior engineering roles.
• Experience working with Jira Service Management (JSM) or similar ticketing systems (ex. Service Desk).
• Excellent command of the English language (written and verbal).
• Strong analytical and problem-solving skills.
• Basic understanding of web and mobile application architecture (APIs, databases, frontend/backend separation).
• Ability to read logs, understand error messages, and perform structured troubleshooting.
• High attention to detail and strong organizational skills.
• Ability to manage multiple tickets while maintaining clarity and prioritization.

The following will be considered an advantage:
 

• Basic knowledge of PHP/Laravel or JavaScript/TypeScript.
• Experience testing mobile applications (iOS/Android).
• Familiarity with GraphQL or REST APIs.
• Experience with Postman or API testing tools.
• Basic understanding of SQL queries and database concepts.
• Experience working in an Agile environment.
• Familiarity with Firebase, PostHog or push notification systems.
• Working hours overlap with GMT+1 timezone.

Why join us?

The chance to be part of a mission-driven team focused on revolutionizing the fitness, health, and wellness space. Here are some of the things that set us apart from many other companies:

• We work with and pioneer cutting-edge technology, both hardware and software.
• We develop, extend, or integrate many tools to create robust internal automations and optimisations.
• We work within a predictable, well-defined framework of expectations and processes.
• We practice a culture of ownership, allowing for significant flexibility within our frameworks.
• We work with bright, talented people who offer valuable learning opportunities.
• We pursue excellence in every aspect of our work.