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Senior Enterprise Support Engineer (Remote)

Unframe AI· Product Growth
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Hybrid (East Coast (Remote))full-timePosted 1w ago

About the role

Senior Enterprise Support Engineer focused on enterprise-level technical advisory, incident management, AI agent orchestration, and playbook development for Unframe’s Fortune 500 clients. Remote role on the East Coast, serving as a primary technical advisor and face of Unframe for enterprise customers.

Responsibilities

  • Proactively lead enterprise client engagements with executives and engineering leads via live video calls; translate business requirements into technical solutions and manage high-stakes account de-escalations.
  • Independently investigate, reproduce, and resolve production incidents across web applications, REST APIs, webhooks, microservices, and databases, including SQL querying and log analysis.
  • Act as an AI Support Orchestrator by configuring, testing, and deploying autonomous AI agents to analyze logs, automate triage workflows, and build self-service knowledge bases.
  • Own the technical relationship for enterprise accounts; help build support infrastructure, SLAs, incident escalation paths, and diagnostic runbooks.
  • Partner with Product and Engineering leadership to convert recurring customer friction into actionable product improvements and feature requests.

Qualifications

  • 4+ years of experience in technical support, support engineering, QA, solutions engineering, or similar hands-on technical roles.
  • Proven experience presenting to and advising enterprise stakeholders on live video calls with clear verbal and written communication skills.
  • High energy, proactive communication, and willingness to operate in ambiguous situations with strong ownership of client outcomes.
  • Hands-on proficiency writing SQL queries to inspect relational and cloud databases.
  • Experience with cloud log analysis (CloudWatch, Datadog, Splunk, Grafana, Loki).
  • 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.

Skills

Required:SQLCloud log analysisREST APIs / JSON / webhooksAI tools for log analysis and automation
Nice to have:Authentication protocols

Benefits

  • Competitive compensation package
  • Opportunity to work with Fortune 500 customers
  • Remote role focused on East Coast location
  • Direct impact on product and customer outcomes
  • Exposure to cutting-edge AI products and enterprise deployments
Last updated Oct 14, 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.

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