Senior Enterprise Support Engineer (Remote)

Unframe; New York (NY); Presencial; USD 120.000 - 170.000; Jornada completa

Descripción de la vacante

Unframe is seeking a Senior Enterprise Support Engineer to be the primary technical liaison for Fortune 500 clients, owning end-to-end incident resolution, AI agent orchestration, and live strategy calls. You’ll work closely with product and engineering to translate complex issues into actionable improvements, while shaping our enterprise support playbooks and SLAs.

You’ll own client tech issues across cloud/API forensics, SQL queries, and log analysis, influencing both technical outcomes and

Formación

• 4+ years in technical support or similar hands-on role.
• Experience advising enterprise stakeholders on live calls.
• Proactive, accountable, able to handle ambiguity.

Responsabilidades

• Lead enterprise client engagements with high energy and technical authority.
• Investigate, reproduce, and resolve production incidents across apps and logs.
• Configure and deploy autonomous AI agents to automate triage workflows.
• Own technical relationships and help define SLAs and runbooks.

Conocimientos

Enterprise support

Executive communication

Incident triage

AI agent orchestration

Herramientas

SQL

CloudWatch

Datadog

Splunk

Grafana

Loki

REST APIs

JSON payloads

OAuth 2.0

SSO/SAML

Okta

Descripción del empleo

About Unframe

Unframe is an AI-first startup helping the world’s largest enterprises bring LLM-powered applications to life in days - not months. We combine the speed of a product company with the flexibility of a consultancy, helping customers move from idea to deployed AI systems faster than anyone else in the market.

About Unframe

Unframe is an AI-first startup helping the world’s largest enterprises bring LLM-powered applications to life in days - not months. We combine the speed of a product company with the flexibility of a consultancy, helping customers move from idea to deployed AI systems faster than anyone else in the market. Backed by Bessemer, Craft, and TLV Partners with $100M in Series B funding, we’re building a fast-growing, revenue-generating company working with Fortune 500 customers globally.

About The Role

We are seeking an energetic, high-proactivity Senior Enterprise Support Engineer to serve as the primary technical advisor and face of Unframe for our enterprise clients. This is not a back-office, ticket-routing support role; you will be a core member of our customer-facing technical team, executing across cloud/API forensics, executive client advisory, and AI agent orchestration.

This role is for someone technical, curious, and service-oriented, who wants to be close to customers, product, and AI implementation at enterprise scale. You will own client technical issues end-to-end, drive live strategy and de-escalation video calls with Fortune 500 C-suite and engineering leaders, and independently perform log and code forensics to free up our core engineering team. As our US anchor hire, you will also help establish our technical support playbooks, SLAs, and customer feedback loops.

Please note this role is focused on candidates located on the East Coast.

What You'll Do

• Proactively lead enterprise client engagements. Bringing high energy, technical authority, and consultative presence to live video calls with bank executives, enterprise sponsors, and client engineering leads. Actively uncover workflow pain points, translate business requirements into technical solutions, and handle high-stakes account de-escalations with professional poise.
• Independently investigate, reproduce, and resolve production incidents across web applications, REST APIs, webhooks, microservices, and databases. Query SQL databases, parse CloudWatch/Datadog/Splunk logs, trace JSON payloads, and inspect source code in GitHub to isolate root causes before involving core engineering.
• Act as an "AI Support Orchestrator." Configuring, testing, and deploying autonomous AI agents (using Claude Code, Cursor, Copilot, and LLM APIs) to analyze logs, automate triage workflows, and build self‑service knowledge bases.
• Own the technical relationship for enterprise accounts, helping build Unframe’s support infrastructure, SLAs, incident escalation paths, and diagnostic runbooks.
• Partner closely with Product and Engineering leadership to turn recurring customer friction into actionable product specs, bug fixes, and feature enhancements.

What We're Looking For

• 4+ years of experience in technical support, support engineering, QA, solutions engineering, or a similar hands‑on technical role.
• Proven experience presenting to and advising enterprise stakeholders on live video calls with clear verbal and written communication skills.
• High energy, proactive communication, and zero hesitation to jump into ambiguous situations. You take personal accountability for client outcomes rather than waiting for direction or escalating to engineering.
• Diagnostic Tech Stack:
  • Hands‑on proficiency writing SQL queries to inspect relational and cloud databases.
  • Practical experience conducting cloud log analysis in CloudWatch, Datadog, Splunk, Grafana, or Loki.
  • Clear understanding of REST APIs, JSON payloads, webhooks, HTTP status codes, and browser DevTools.
  • Familiarity with enterprise authentication protocols (SSO, SAML 2.0, OAuth 2.0, Okta).
• Active daily practitioner of generative AI and agentic coding tools (Claude Code, Cursor, ChatGPT, Copilot) for log parsing, code navigation, and workflow automation.

Why join us?

This role is a great fit for someone who enjoys solving real technical problems while working closely with customers, product, and engineering teams. You’ll be exposed to complex enterprise environments, cutting‑edge AI products, and fast product cycles with real ownership and direct impact from day one. It’s an opportunity to grow quickly, learn how large‑scale AI systems are deployed in the real world, and help shape the experience of some of the world’s biggest companies using Unframe.