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
Top Skills
What We Do
Uniti AI is the AI-powered lead engagement and conversion platform used by real estate businesses. Our platform consolidates features like instant engagement, AI qualification, smart routing, automated follow-ups, and re-engagement campaigns to streamline lead management and improve conversions. We are revolutionizing how real estate operators engage leads, replacing slow, manual follow-ups with instant, AI-driven interactions that convert more leads, faster. If you thrive in a fast-paced environment and are excited about selling cutting-edge AI technology to real estate businesses, Uniti AI is the place for you!
Why Work With Us
Ground-floor opportunity – help shape the sales motion at a high-growth AI startup Competitive salary + commission – earn based on your impact Stock options – own part of the company’s success Healthcare benefits – comprehensive medical, dental, and vision Unlimited PTO – we believe in work-life balance Office in NYC’s startup hub – work alongside
