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Unframe is an AI-first startup helping enterprises deploy LLM-powered applications at scale. Backed by Bessemer, Craft, and TLV Partners with $100M in Series B funding, the company works with Fortune 500 customers globally.
As a Support Engineer, you'll be the technical bridge between enterprise customers and Unframe's product and engineering teams. You'll own the full lifecycle of customer issues—from triage through resolution—investigating complex technical problems independently using logs, system analysis, and AI tools to identify root causes before escalating to engineering when needed.
Key responsibilities include:
- Investigating and resolving technical issues reported by large enterprise customers
- Analyzing logs, reproducing issues, and diagnosing system behavior to identify root causes
- Using AI tools (ChatGPT, Claude, Copilot) actively as part of your investigation workflow to accelerate analysis and documentation
- Communicating clearly with customers and internal teams throughout the support process
- Building institutional knowledge by documenting solutions, recurring patterns, and creating playbooks
- Contributing to internal knowledge bases to help the team scale support faster
- Sharing customer feedback and product insights with the Product team
You'll need 4+ years of hands-on technical experience in support engineering, technical support, QA, solutions engineering, or similar roles. Strong troubleshooting instincts, understanding of web applications, APIs, integrations, and system behavior are essential. You should be comfortable and hands-on with AI tools as part of daily work, have excellent English communication skills, and bring a customer-first mindset with strong ownership and follow-through. This is ideal for someone who enjoys solving real technical problems while working closely with customers, product, and engineering teams in a fast-paced environment.
