Support Engineer (Remote)

Unframe; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Unframe is seeking a Support Engineer to assist large enterprise customers with its AI-powered solutions. You will investigate issues, analyze logs, and work with Product and Engineering to improve the product.

The role requires deep technical curiosity and the ability to work independently, using AI tooling to diagnose problems and deliver clear customer communications. Ideal candidates have 4+ years in technical support or equivalent hands-on roles, strong troubleshooting skills, and

Qualifications

• 4+ years in technical support or related hands-on technical roles.
• Strong troubleshooting instincts and independent problem-solving.
• Experience with web apps, APIs, integrations, logs and system behavior.
• Proficiency using AI tools (ChatGPT, Claude, Copilot) in daily work.
• Excellent written and spoken English, customer-focused mindset.

Responsibilities

• Investigate and resolve technical issues for enterprise customers from triage to resolution.
• Analyze logs, reproduce issues, and identify root causes before escalation.
• Use AI tools to speed investigations and document findings.
• Communicate clearly with customers and internal teams throughout the process.
• Document issues and patterns to build knowledge bases and playbooks.
• Share customer feedback and product insights with the Product team.

Skills

Troubleshooting

Web applications

APIs

Logs analysis

Independent work

Customer communication

AI tooling

Tools

ChatGPT

Claude

Copilot

Job description

About Unframe

Unframe is an AI-first startup helping the world’s largest enterprises bring LLM-powered applications to life in days - not months. We combine the speed of a product company with the flexibility of a consultancy, helping customers move from idea to deployed AI systems faster than anyone else in the market.

Backed by Bessemer, Craft, and TLV Partners with $100M in total funding, we’re building a fast-growing, revenue-generating company working with Fortune 500 customers globally.

About The Role

We're looking for a Support Engineer to join our team and support large global enterprise customers using Unframe's AI-powered solutions.

You’ll work closely with Product and Engineering to investigate issues, communicate clearly with customers, and help improve the product based on real-world usage. The expectation is that you’ll be able to go deep on technical issues independently, using AI tooling to investigate logs, understand system behavior, and reach conclusions without needing to pull in an engineer every time.

This role is for someone technical, curious, and service-oriented, who wants to be close to customers, product, and AI implementation at enterprise scale.

What You’ll Do

• 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.

What We're Looking For

• 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.

Why join us?

This role is a great fit for someone who enjoys solving real technical problems while working closely with customers, product, and engineering teams. You’ll be exposed to complex enterprise environments, cutting-edge AI products, and fast product cycles with real ownership and direct impact from day one. It’s an opportunity to grow quickly, learn how large-scale AI systems are deployed in the real world, and help shape the experience of some of the world’s biggest companies using Unframe.