Support Engineer (Remote)

Summary

Unframe is an AI-first startup helping enterprises build and deploy LLM-powered applications. The Support Engineer will support enterprise customers by investigating and resolving technical issues, analyzing system behavior, communicating with customers and internal teams, and improving product knowledge and processes through customer feedback.

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

• 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

Qualifications

Must Haves

• 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

Benefits

• Remote work arrangement
• Exposure to complex enterprise environments and cutting-edge AI products
• Opportunity to grow quickly and learn how large-scale AI systems are deployed in the real world
• Real ownership and direct impact from day one