What are the responsibilities and job description for the Customer Support Engineer position at Uniti AI?
Uniti AI is a seed-stage, New York City–based startup building AI sales and support agents for the real estate industry. As we prepare for our Series A, we are hiring our first Customer Support Engineer to sit at the intersection of clients, product, and customer success. You will own the full support lifecycle, working directly with customers to debug issues, improve support workflows, and translate real-world usage and feedback into actionable product recommendations.
Roles and Responsibilities
Customer Support & Troubleshooting
- Triage, respond to, and resolve customer support tickets across all channels and company verticals
- Troubleshoot product issues, integrations, configuration problems, and unexpected product behavior
- Clearly communicate solutions, workarounds, and next steps to customers
- Escalate complex issues to engineering with clear context, reproduction steps, and impact
- Review, update and improve AI prompts
Support Workflow Ownership
- Own and manage the entire support workflow end-to-end (Pylon)
- Ensure timely responses, prioritization, and resolution of all support requests
- Identify bottlenecks and continuously improve support processes, tooling, and documentation
Product & Engineering Collaboration
- Partner closely with engineering and product teams to surface bugs, feature requests, and usability gaps
- Analyze patterns in support tickets and customer usage to identify product improvements
- Propose new features, enhancements, and fixes based on customer feedback
Documentation & Knowledge Base
- Create and maintain internal and customer-facing documentation
- Develop troubleshooting guides, FAQs, and best-practice resources
- Improve knowledge sharing across support, product, and engineering teams
Background and Qualifications
- 2-4 years of experience in Customer Support, Technical Support or similar role
- Hands-on experience with observability and monitoring tools (such as Datadog)
- Ability to write and execute simple SQL queries to pull, review, and validate data
- Comfort working with technical products, APIs, integrations, or complex SaaS platforms
- Ability to diagnose and troubleshoot complex technical issues across multiple systems
- Familiarity with and interest in Agentic AI products, tools, and prompting
Benefits
- Competitive salary and equity package
- Full medical, vision, and dental insurance
- High level of ownership and direct impact on company product direction
Salary : $100,000 - $140,000