{"id":508577,"url":"https://alion.io/job/unframe-support-engineer-remote-3","title":"Senior Enterprise Support Engineer (Remote)","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":82,"open_postings":12,"ghost_share":0,"stale_share":0.917,"repost_share":0,"time_to_fill_p50_days":8,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":79000,"max_usd":154000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":97},"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":"GitHub","optional":false},{"name":"LLM","optional":false},{"name":"Rest API","optional":false},{"name":"Splunk","optional":false},{"name":"SQL","optional":false},{"name":"Grafana","optional":true},{"name":"Loki","optional":true},{"name":"Okta","optional":true}],"status":"live","first_seen_at":"2026-09-07T10:09:34Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-23T20:20:20Z","board_verified":true,"closed_at":null,"days_open":46,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":46},"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 seeking an energetic, high-proactivity Senior Enterprise Support Engineer to serve as the primary technical advisor and face of Unframe for our enterprise clients. This is not a back-office, ticket-routing support role; you will be a core member of our customer-facing technical team, executing across cloud/API forensics, executive client advisory, and AI agent orchestration.\nThis role is for someone technical, curious, and service-oriented, who wants to be close to customers, product, and AI implementation at enterprise scale. You will own client technical issues end-to-end, drive live strategy and de-escalation video calls with Fortune 500 C-suite and engineering leaders, and independently perform log and code forensics to free up our core engineering team. As our US anchor hire, you will also help establish our technical support playbooks, SLAs, and customer feedback loops.\nPlease note this role is focused on candidates located on the East Coast. \nWhat you'll do\nProactively lead enterprise client engagements. Bringing high energy, technical authority, and consultative presence to live video calls with bank executives, enterprise sponsors, and client engineering leads. Actively uncover workflow pain points, translate business requirements into technical solutions, and handle high-stakes account de-escalations with professional poise.\n\nIndependently investigate, reproduce, and resolve 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 agents (using Claude Code, Cursor, Copilot, and LLM APIs) to analyze logs, automate triage workflows, and build self-service knowledge bases.\n\nOwn the technical relationship for enterprise accounts, helping build Unframe’s support infrastructure, SLAs, incident escalation paths, and diagnostic runbooks.\n\nPartner closely with Product and Engineering leadership to turn recurring customer friction into actionable product specs, bug fixes, and feature enhancements.\n\nWhat we're looking for\n4+ years of experience in technical support, support engineering, QA, solutions engineering, or a similar hands-on technical role.\nProven experience presenting to and advising enterprise stakeholders on live video calls with clear verbal and written communication skills.\nHigh energy, proactive communication, and zero hesitation to jump into ambiguous situations. You take personal accountability for client outcomes rather than waiting for direction or escalating to engineering.\nDiagnostic Tech Stack:Hands-on proficiency writing SQL queries to inspect relational and cloud databases.\n\nPractical experience conducting cloud log analysis in CloudWatch, Datadog, Splunk, Grafana, or Loki.\n\nClear understanding of REST APIs, JSON payloads, webhooks, HTTP status codes, and browser DevTools.\n\nFamiliarity with enterprise authentication protocols (SSO, SAML 2.0, OAuth 2.0, Okta).\n\nActive daily practitioner of generative AI and agentic coding tools (Claude Code, Cursor, ChatGPT, Copilot) for log parsing, code navigation, and workflow automation.\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":4331,"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":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["AI Agents","AI Consulting & Integration","Document AI"],"lifecycle":[{"event":"open","at":"2026-09-07T13:27:00Z"}],"visa":[],"liveness":{"score":12,"band":"cold","label":"Long shot","p_open":1,"p_active":0.331,"p_room":0.35,"age_days":45,"expected_fill_days":8,"reasons":["conf:0","stale_co","velocity","win:tail"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/unframe-support-engineer-remote-3","json_url":"https://alion.io/job/unframe-support-engineer-remote-3.json","meta":{"generated_at":"2026-10-23T22:54:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6002,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3519},"rest":"https://alion.io/mcp/rest/get_company?id=3519"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Funframe-support-engineer-remote-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Funframe-support-engineer-remote-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Funframe-support-engineer-remote-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/unframe-support-engineer-remote-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Funframe-support-engineer-remote-3"}]}