Founding Lead Support Engineer

About the role

Unframe is looking for a Founding Lead Support Engineer to establish and lead our enterprise support function while supporting large global enterprise customers. You will act as the bridge between customers, product, and engineering teams, owning the technical post-deployment experience and building the processes that define our support operations. This role is ideal for an experienced technical leader who thrives in early-stage environments and enjoys deep-dive troubleshooting.

Responsibilities

• 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.
• Independently investigate, reproduce, and resolve complex production incidents across web applications, REST APIs, webhooks, microservices, and databases.
• Act as an AI Support Orchestrator, configuring, testing, and deploying autonomous AI tools 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.

Required skills

• SQL
• CloudWatch
• Datadog
• Splunk
• Grafana
• Loki
• REST APIs
• JSON
• Webhooks
• HTTP
• SSO
• SAML 2.0
• OAuth 2.0
• Okta
• Generative AI

Qualifications

• 4+ years of hands-on experience in Technical Support Engineering, Solutions Engineering, QA, or SRE within complex enterprise or B2B SaaS environments.

About the Company

Unframe is an AI-first startup helping the world’s largest enterprises bring LLM-powered applications to life in days. 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.