Founding Lead Support Engineer

What you'll do

• 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.

What we're looking for

• 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.
• Diagnostic Tech Stack:
• Hands-on proficiency writing complex SQL queries to inspect relational and cloud databases.
• Practical experience conducting deep log analysis in CloudWatch, Datadog, Splunk, Grafana, or Loki.
• Solid understanding of REST APIs, JSON payloads, webhooks, HTTP status codes, and browser DevTools.
• Direct working familiarity with enterprise authentication protocols (SSO, SAML 2.0, OAuth 2.0, Okta).
• Daily practitioner of generative AI and agentic coding tools (Claude Code, Cursor, ChatGPT, Copilot) for log parsing, code navigation, and workflow automation.
• Exceptional verbal and written English communication skills, with proven experience advising enterprise executives on live technical calls.

Why join us?

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.

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Posted Nov 01, 2026