Founding Lead Support Engineer

<h3><strong>About Unframe</strong></h3> <p>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.</p> <p>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.</p> <p><strong>About the role</strong></p> <p data-path-to-node="8">We are looking for a <strong data-path-to-node="8" data-index-in-node="21">Founding Lead Support Engineer</strong> to establish and lead our enterprise support function while supporting large global enterprise customers using Unframe's AI-powered solutions.</p> <p data-path-to-node="9">In this founding role, you will be the bridge between our Fortune 500 customers, Product, and Engineering. You will own the technical post-deployment customer experience, dive deep into system architectures, and build the playbooks, processes, and standards that define customer support at Unframe as we scale.</p> <p data-path-to-node="10">This role is ideal for an experienced technical leader who thrives in early-stage environments, enjoys deep-dive troubleshooting, and wants to shape both our support operations and our AI-first workflows from the ground up.</p> <p><strong>What you'll do</strong></p> <ul> <li> <p data-path-to-node="13,0,0">Define and build Unframe’s support architecture, SLA frameworks, incident escalation paths, and diagnostic runbooks for our global enterprise coverage.</p> </li> <li> <p data-path-to-node="13,1,0">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.</p> </li> <li> <p data-path-to-node="13,2,0">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.</p> </li> <li> <p data-path-to-node="13,3,0">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.</p> </li> <li> <p data-path-to-node="13,4,0">Partner closely with Product and Engineering leadership to turn recurring customer friction and edge cases into actionable product specs, bug fixes, and feature enhancements.</p> </li> </ul> <p><strong>What we're looking for</strong></p> <ul> <li> <p data-path-to-node="21,0,0">4+ years of hands-on experience in Technical Support Engineering, Solutions Engineering, QA, or SRE within complex enterprise or B2B SaaS environments.</p> </li> <li> <p data-path-to-node="21,1,0">Demonstrated ability to build processes, set technical standards, and mentor engineering colleagues in a fast-paced startup setting.</p> </li> <li> <p data-path-to-node="21,2,0"><strong data-path-to-node="21,2,0" data-index-in-node="0">Diagnostic Tech Stack:</strong></p> <ul data-path-to-node="21,2,1"> <li> <p data-path-to-node="21,2,1,0,0">Hands-on proficiency writing complex SQL queries to inspect relational and cloud databases.</p> </li> <li> <p data-path-to-node="21,2,1,1,0">Practical experience conducting deep log analysis in CloudWatch, Datadog, Splunk, Grafana, or Loki.</p> </li> <li> <p data-path-to-node="21,2,1,2,0">Solid understanding of REST APIs, JSON payloads, webhooks, HTTP status codes, and browser DevTools.</p> </li> <li> <p data-path-to-node="21,2,1,3,0">Direct working familiarity with enterprise authentication protocols (SSO, SAML 2.0, OAuth 2.0, Okta).</p> </li> </ul> </li> <li> <p data-path-to-node="21,3,0">Daily practitioner of generative AI and agentic coding tools (Claude Code, Cursor, ChatGPT, Copilot) for log parsing, code navigation, and workflow automation.</p> </li> <li> <p data-path-to-node="21,4,0">Exceptional verbal and written English communication skills, with proven experience advising enterprise executives on live technical calls.</p> </li> </ul> <h3><strong>Why join us?</strong></h3> <p>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.</p> <p>&nbsp;</p>

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