Senior Enterprise Support Engineer (Remote)

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.