Support Engineer (Remote)

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.

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

• 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.