Solutions Engineer

Frame AI empowers organizations to truly understand the people they serve. New technology offers an opportunity for processes that are both efficient and humane, by listening at scale. We use AI to pull individual voices from the crowds, recognize meaningful communities within giant aggregations, and power experiences that react to the needs of both customers and the people serving them. By listening better, we make better experiences, better jobs, and better businesses.

Since 2018, Frame AI has leveraged the technology of Large Language Models (LLMs) to build the essential integration point for understanding customers. Frame delivers economic benefits from improved listening, surfacing actionable interventions that reduce costs, minimize customer relationship risks, and maximize opportunities. Frame succeeds by being generic and specific at the same time. Our developed understanding of contact center operations lets us hit the ground running and then our rapidly deployable customizations ensure that our product is relevant and effective for every organization we serve. Frame AI’s institutional investors include Velvet Sea Ventures, G20 Ventures, Greycroft, and FirstMark.

This Role:

We are seeking a Solutions Engineer who excels at solving complex partnership and customer integration problems to support major commercial deals. Frame’s largest enterprise customers are also the ones who value Frame’s insight and orchestration capabilities the most since they have the greatest need for integrating customer data across sources and teams. In this role you will lead the way for how large enterprises should adopt AI by bridging the gap between Frame’s industry leading built in capabilities for customer intelligence and customizations that adapt to unique operating environments, data sources, and target applications. Your work will guide innovation on Frame’s products and increase Frame’s growing base of satisfied customers.

The base pay for this role is $118,000–$168,000 per year. You are also eligible for comprehensive employee benefits and company equity grants.

Please Note: Frame AI is based in the NYC region, but this role is open to remote applicants in the US. This role is not eligible for immigration/visa sponsorship in the US.

Requirements:

• Proven experience working as an Solutions or Professional Services Engineer on a product solving similar problems such as integrating varied data sources, handling configuration and customization according to customer needs, and delivering analytics across large data sets.
• Proficient using web and system integration programming languages such as Python, TypeScript, and Javascript.
• Expert at adopting new APIs, programming languages, and systems using knowledge bases, tutorials, and interfacing with other developers.
• Strong ability to write and review system and product documentation.
• Strong understanding of system integration technologies including REST APIs, queues, S3 buckets, and webhooks.
• Proficient user of security standards and tools such as OAuth2, secret managers, and risk mitigation for OWASP top ten.
• Understanding of relational data models and tasks involving data transformation including SQL.
• Experience with serverless and other styles of event-driven and stateless programming models.
• Experience developing containerized applications.
• Proficient with software deployment and monitoring techniques.
• Strong fundamental engineering skills including proper use of standard data structures and algorithms and reproducing issues and debugging programs
• Excellent communicator across modes from technical, interaction, and visual designs, as well as daily progress updates, code reviews, and responding to production incidents.
• Ability to be productive in a remote work setting.

What You’ll Do:

• Meet customers to understand their challenges and advise Sales on how to prioritize solution efforts.
• Plan and execute projects leveraging Frame APIs and integration patterns.
• Identify patterns in how various source and destination systems for Frame data are organized and propose design and architecture improvements that reduce time and effort to deploy solutions.
• Maintain solutions on behalf of customers and consult on deal terms to reflect that effort.
• Collaborate on integrating Frame API upgrades and adopt and influence effective software development practices.
• Ensure that solutions meet regulatory and compliance requirements and that solutions adhere to Frame security standards.
• Deliver an excellent experience to clients and partners with effective communication and visible progress on projects.
• Conduct code reviews and provide constructive feedback to ensure code quality, maintainability, and performance.

Who We’re Looking For:

• Inclusive collaborator. You view communication as one of your strongest skills. You bring effective strategies for communication to external and internal settings to reduce ambiguity, increase visibility, and increase satisfaction and successful outcomes.
• Strong opinions, loosely held. You have a strong sense of what’s good, what will work, but are always seeking feedback from your team and your users to validate your designs and implementations.
• Thoughtful about tradeoffs. Customer-facing teams gain a lot by balancing delivery time versus implementation method. You identify these choices proactively and help stakeholders think about their costs and benefits.
• A continuous improver. You care about your outcomes and developing your practice and work to increase both at the same time.
• Seeks a startup environment. You appreciate having a high-impact role and bringing exciting new technologies to market. You respond constructively to change and team up with others who rise to the challenge.
• Boundaryless coder. You move across project and dependency interfaces to understand how things work, improve system designs, debug challenging issues, and even to fix a flaw or two in open-source libraries.
• Reliable experience. You have succeeded in a relevant role.