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Senior Enterprise Support Engineer (Remote)

UnframeNew York, New York, United StatesProduct Growth
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Salary
Not listed
Job type
Full-time
Experience
Senior · 4+ yrs
Posted
8 Oct 2026
Status
Open · checked 7d ago

About this role

The Senior Enterprise Support Engineer position at Unframe is a remote role based in New York, New York, focusing on candidates located on the East Coast. This position suits a technical and service-oriented professional who wants to work closely with large-scale enterprise clients, product teams, and AI implementations.

Role Overview

Unframe seeks a technical advisor to serve as the face of the organization for enterprise clients. The position involves managing client technical issues from start to finish, conducting strategy and de-escalation video calls with leadership, and performing log and code forensics.

Key Responsibilities

Lead enterprise client engagements by participating in live video calls with bank executives, enterprise sponsors, and client engineering leads to translate business needs into technical solutions and manage account de-escalations.
Investigate, reproduce, and resolve production incidents across web applications, REST APIs, webhooks, microservices, and databases through SQL queries, log analysis, JSON tracing, and source code inspection in GitHub.
Configure, test, and deploy autonomous AI agents using Claude Code, Cursor, Copilot, and LLM APIs to analyze logs, automate triage, and build knowledge bases.
Own the technical relationship for enterprise accounts while helping to establish support infrastructure, SLAs, incident escalation paths, and diagnostic runbooks.
Partner with Product and Engineering leadership to convert customer friction into product specifications, bug fixes, and feature enhancements.

Requirements

Minimum of 4 years of experience in technical support, support engineering, QA, solutions engineering, or a related hands-on technical role.
Demonstrated experience presenting to and advising enterprise stakeholders on live video calls with verbal and written communication skills.
Proactive communication approach with the ability to take personal accountability for client outcomes in ambiguous situations.
Proficiency in writing SQL queries to inspect relational and cloud databases.
Practical background in cloud log analysis using CloudWatch, Datadog, Splunk, Grafana, or Loki.
Understanding of REST APIs, JSON payloads, webhooks, HTTP status codes, and browser DevTools.
Familiarity with enterprise authentication protocols including SSO, SAML 2.0, OAuth 2.0, and Okta.
Daily practice using generative AI and agentic coding tools such as Claude Code, Cursor, ChatGPT, and Copilot for log parsing, code navigation, and workflow automation.

Skills and Tools

SQL
CloudWatch
Datadog
Splunk
Grafana
Loki
REST APIs
JSON
Webhooks
GitHub
SSO
SAML 2.0
OAuth 2.0
Okta
Claude Code
Cursor
ChatGPT
Copilot
LLM APIs

About the Company

Unframe is an artificial intelligence startup that assists large enterprises in deploying LLM-powered applications. The organization combines product development speed with consultancy flexibility and is backed by Bessemer, Craft, and TLV Partners with funding from a Series B round.

How to Apply

Interested candidates should apply on the official company careers page.

Skills and tech stack

SQLCloudWatchDatadogSplunkGrafanaLokiREST APIsJSONWebhooksGitHubSSOSAML 2.0OAuth 2.0OktaClaude CodeCursorChatGPTCopilotLLM APIsLLMGenerative AI

Questions candidates ask

Where is this job located?

This is a remote position based in New York, New York, with a focus on candidates located on the East Coast.

How many years of experience are required?

The role requires 4 or more years of experience in technical support, support engineering, QA, solutions engineering, or a similar hands-on technical role.

What technical skills are needed for log analysis?

Candidates need practical experience conducting cloud log analysis in CloudWatch, Datadog, Splunk, Grafana, or Loki, alongside proficiency in writing SQL queries.

What generative AI tools are used in this role?

Active daily practice using generative AI and agentic coding tools like Claude Code, Cursor, ChatGPT, and Copilot is required for log parsing, code navigation, and workflow automation.

How should I apply for this position?

Candidates should apply directly on the official company careers page.

Ready to apply?

The application is on the official Unframe careers page.

Apply on company site