AI-Driven Enterprise Support Engineer

Unframe; New York, Northern (NY, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Unframe, an AI-first startup serving Fortune 500 customers globally, is seeking a Support Engineer to assist large enterprise clients with AI-powered solutions. You will investigate issues, communicate with customers, and leverage AI tooling to accelerate analysis.

You’ll work closely with Product and Engineering to improve the product based on real-world usage and to document recurring patterns. Ideal candidates have 4+ years in technical support or similar roles, strong troubleshooting

Qualifications

• 4+ years of experience in technical support, support engineering, QA, solutions engineering, or a similar hands-on technical role.
• Strong troubleshooting instincts and the ability to investigate complex technical issues independently.
• Good understanding of web applications, APIs, integrations, logs, and basic system behavior.
• Hands-on with AI tools (ChatGPT, Claude, Copilot, or similar) and comfortable using them as part of day-to-day technical work.
• Excellent written and spoken English.
• Customer-first mindset with strong ownership and follow-through.
• Ability to work in a fast-paced environment with a wide variety of products and customer contexts.

Responsibilities

• Investigate and resolve technical issues reported by enterprise customers, owning the issue from triage to resolution.
• Analyze logs, reproduce issues, and dig into system behavior to identify root causes before escalating to Engineering.
• Use AI tools actively as part of your investigation workflow, to speed up analysis, understand unfamiliar parts of the product, and document findings.
• Communicate clearly with customers and internal teams throughout the support process.
• Document issues, solutions, and recurring patterns to build institutional knowledge across a growing set of customer solutions.
• Contribute to internal knowledge bases and playbooks that help the team handle new solutions faster.
• Share customer feedback and product insights with the Product team.

Skills

Troubleshooting

Web apps

APIs

Logs

AI tools

English

Ownership

Customer-first

Tools

ChatGPT

Claude

Copilot

Job description

Unframe, an AI-first startup serving Fortune 500 customers globally, is seeking a Support Engineer to assist large enterprise clients with AI-powered solutions. You will investigate issues, communicate with customers, and leverage AI tooling to accelerate analysis.

You’ll work closely with Product and Engineering to improve the product based on real-world usage and to document recurring patterns. Ideal candidates have 4+ years in technical support or similar roles, strong troubleshooting