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Founding Lead Support Engineer

Unframe AI· Product Growth
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Hybrid (Berlin)full-timePosted 2w ago

About the role

Founding Lead Support Engineer to establish and lead the enterprise support function, serving large global enterprise customers and shaping support operations and AI-first workflows from the ground up.

Responsibilities

  • Define and build Unframe’s support architecture, SLA frameworks, incident escalation paths, and diagnostic runbooks for our global enterprise coverage.
  • Bring technical authority and a consultative presence to live video calls with enterprise bank executives, sponsors, and engineering leads. Uncover workflow pain points, translate requirements, and manage high-stakes account de-escalations with professional poise.
  • Independently investigate, reproduce, and resolve complex 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 tools (Claude Code, Cursor, Copilot, LLM APIs) to analyze logs, automate triage workflows, and build self-service knowledge bases.
  • Partner closely with Product and Engineering leadership to turn recurring customer friction and edge cases into actionable product specs, bug fixes, and feature enhancements.

Qualifications

  • 4+ years of hands-on experience in Technical Support Engineering, Solutions Engineering, QA, or SRE within complex enterprise or B2B SaaS environments.
  • Demonstrated ability to build processes, set technical standards, and mentor engineering colleagues in a fast-paced startup setting.

Skills

Required:SQLLog analysisREST APIs and JSONEnterprise authentication protocolsGenerative AI toolsCommunication with executives
Last updated Oct 7, 2026. Interested? Apply on the company site.

About Unframe AI

The Managed AI Delivery Platform

Go beyond generic tools with Unframe’s enterprise AI solutions - secure, governed, production-ready, and built to deliver measurable ROI fast.

AI solutionsenterprise AIAI platformcustom AI solutionsAI integrationsecure hostingon-premprivate cloud
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