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About the Role

We are seeking a Support Engineer to join our team and provide support to large global enterprise customers utilizing Unframe's AI-powered solutions. This role involves close collaboration with Product and Engineering teams to investigate issues, communicate effectively with customers, and enhance the product based on real-world usage. The expectation is for you to independently handle technical issues by leveraging AI tooling for log analysis, system behavior understanding, and conclusion drawing, minimizing the need for engineer intervention.

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.

Requirements

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.

Skills

Technical Support
Support Engineering
QA
Solutions Engineering
Troubleshooting
Web Applications
APIs
Integrations
Logs
System Behavior
AI Tools
ChatGPT
Claude
Copilot
Customer Communication
Documentation
Knowledge Base Management
Product Feedback

Experience Level

4+ years of experience

About the Company

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 Series B funding, we’re building a fast-growing, revenue-generating company working with Fortune 500 customers globally.