Senior Enterprise AI Support Engineer

Unframe; New York, Northern (NY, KY); Hybrid; USD 120,000 - 170,000; Full time

Job summary

Unframe is seeking a Senior Enterprise Support Engineer on the East Coast to serve as the primary technical advisor for Fortune 500 clients. You will own complex incidents, run live advisory sessions, and drive AI-based triage automation.

You will work closely with product, engineering, and customers to reduce friction and shape enterprise AI deployments. This role requires strong communication, technical breadth, and a proactive mindset.

Qualifications

• 4+ years in technical support, support engineering, QA, or similar hands-on role.
• Experience presenting to and advising enterprise stakeholders on live video calls.
• High energy, proactive communication, and accountability for client outcomes.
• Hands-on proficiency writing SQL queries.
• Experience with cloud log analysis (CloudWatch, Datadog, Splunk, Grafana, Loki).
• Familiarity with enterprise authentication protocols (SSO, SAML 2.0, OAuth 2.0, Okta).
• Active use of generative AI tools for log parsing and workflow automation.

Responsibilities

• Lead enterprise client engagements with technical authority on live video calls with executives and engineers.
• Investigate, reproduce, and resolve production incidents across web apps, APIs, logs, and databases.
• Configure, test, and deploy autonomous AI agents to analyze logs and automate triage workflows.
• Develop and refine Unframe’s support SLAs, escalation paths, and diagnostic runbooks.
• Collaborate with Product and Engineering to turn customer friction into concrete product improvements.

Skills

Enterprise support

Executive-facing communication

SQL proficiency

Cloud log analysis

AI agent orchestration

Tools

SQL databases

CloudWatch

Datadog

Splunk

Grafana

Loki

GitHub

Claude Code

Cursor

Copilot

Okta

Job description

Unframe is seeking a Senior Enterprise Support Engineer on the East Coast to serve as the primary technical advisor for Fortune 500 clients. You will own complex incidents, run live advisory sessions, and drive AI-based triage automation.

You will work closely with product, engineering, and customers to reduce friction and shape enterprise AI deployments. This role requires strong communication, technical breadth, and a proactive mindset.