Support Engineer

This is a fully remote position, open to applicants in New York.

📋 Description

• Investigate and resolve technical issues raised by enterprise clients, taking ownership of problems from initial assessment to final resolution.

• Analyze system logs, replicate issues, and examine system behavior to determine root causes before escalating to the Engineering team.

• Utilize AI tools to enhance analysis, comprehend unfamiliar aspects of the product, and document discoveries.

• Maintain clear communication with both customers and internal teams throughout the support process.

• Record issues, solutions, and recurring trends to build organizational knowledge.

• Contribute to internal knowledge bases and development playbooks.

• Relay customer feedback and product insights to the Product team.

⛳️ Requirements

• A minimum of 4 years of experience in technical support, support engineering, QA, solutions engineering, or a comparable hands-on technical position.

• Strong troubleshooting skills and the ability to independently investigate complex technical issues.

• Solid understanding of web applications, APIs, integrations, logs, and fundamental system behavior.

• Practical experience with AI tools such as ChatGPT, Claude, Copilot, or similar technologies.

• Exceptional written and verbal English communication skills.

• A customer-first approach with strong ownership and follow-through.

• Capability to thrive in a fast-paced environment with a diverse range of products and customer contexts.

🏝️ Benefits

• Exposure to complex enterprise environments.

• Engagement with cutting-edge AI products.

• Fast product cycles providing real ownership and immediate impact from day one.

• Opportunities for rapid growth.

• Insight into the deployment of large-scale AI systems in real-world applications.

• Chance to help shape the experience of major companies utilizing Unframe.