About the roleWe'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- 2+ 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.
