{"id":1571980,"url":"https://alion.io/job/unframe-founding-lead-support-engineer","title":"Founding Lead Support Engineer","company":{"id":3519,"name":"Unframe","domain":"unframe.com","url":"https://alion.io/company/unframe","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":80,"open_postings":9,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":8,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Berlin, Germany"],"countries":["DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Amazon CloudWatch","optional":false},{"name":"ChatGPT","optional":false},{"name":"Claude Code","optional":false},{"name":"Copilot","optional":false},{"name":"Cursor","optional":false},{"name":"Datadog","optional":false},{"name":"Edge AI","optional":false},{"name":"GitHub","optional":false},{"name":"LLM","optional":false},{"name":"Okta","optional":false},{"name":"Rest API","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Splunk","optional":false},{"name":"SQL","optional":false},{"name":"Grafana","optional":true},{"name":"Loki","optional":true}],"status":"live","first_seen_at":"2026-09-30T23:42:31Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-01T08:15:02Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Unframe\nUnframe 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.\nBacked 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.\nAbout the role\nWe are looking for a Founding Lead Support Engineer to establish and lead our enterprise support function while supporting large global enterprise customers using Unframe's AI-powered solutions.\nIn 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.\nThis 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.\nWhat you'll do\nDefine and build Unframe’s support architecture, SLA frameworks, incident escalation paths, and diagnostic runbooks for our global enterprise coverage.\n\nBring 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.\n\nIndependently 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.\n\nAct 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.\n\nPartner closely with Product and Engineering leadership to turn recurring customer friction and edge cases into actionable product specs, bug fixes, and feature enhancements.\n\nWhat we're looking for\n4+ years of hands-on experience in Technical Support Engineering, Solutions Engineering, QA, or SRE within complex enterprise or B2B SaaS environments.\n\nDemonstrated ability to build processes, set technical standards, and mentor engineering colleagues in a fast-paced startup setting.\n\nDiagnostic Tech Stack:\nHands-on proficiency writing complex SQL queries to inspect relational and cloud databases.\n\nPractical experience conducting deep log analysis in CloudWatch, Datadog, Splunk, Grafana, or Loki.\n\nSolid understanding of REST APIs, JSON payloads, webhooks, HTTP status codes, and browser DevTools.\n\nDirect working familiarity with enterprise authentication protocols (SSO, SAML 2.0, OAuth 2.0, Okta).\n\nDaily practitioner of generative AI and agentic coding tools (Claude Code, Cursor, ChatGPT, Copilot) for log parsing, code navigation, and workflow automation.\n\nExceptional verbal and written English communication skills, with proven experience advising enterprise executives on live technical calls.\n\nWhy join us?\nThis 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.","description_format":"text","description_chars":3942,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Media & Entertainment","Photography","Content Creation"],"lifecycle":[{"event":"open","at":"2026-10-01T08:15:02Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":8,"reasons":["conf:10","win:early"],"computed_at":"2026-10-01T18:43:24Z"},"pay":null,"html_url":"https://alion.io/job/unframe-founding-lead-support-engineer","json_url":"https://alion.io/job/unframe-founding-lead-support-engineer.json","meta":{"generated_at":"2026-10-01T18:43:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":996,"day_limit":5000,"remaining_today":4004,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}