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Unframe is an AI-first startup helping enterprises deploy LLM-powered applications at scale. Backed by Bessemer, Craft, and TLV Partners with $100M in Series B funding, the company works with Fortune 500 customers globally, combining product-company speed with consultancy flexibility.
You will serve as the primary technical advisor and customer-facing representative for enterprise clients—not a back-office support role. This is a core technical team position executing across cloud/API forensics, executive client advisory, and AI agent orchestration.
Key responsibilities:
- Lead enterprise client engagements on live video calls with bank executives and engineering leaders. Uncover workflow pain points, translate business requirements into technical solutions, and handle high-stakes account de-escalations with professional poise.
- Independently investigate 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.
- Act as an "AI Support Orchestrator," configuring, testing, and deploying autonomous AI agents (Claude Code, Cursor, Copilot, LLM APIs) to analyze logs, automate triage workflows, and build self-service knowledge bases.
- Own the technical relationship for enterprise accounts, helping build Unframe's support infrastructure, SLAs, incident escalation paths, and diagnostic runbooks.
- Partner with Product and Engineering leadership to turn recurring customer friction into actionable product specs, bug fixes, and feature enhancements.
This role is positioned as the US anchor hire and will help establish technical support playbooks and customer feedback loops. You will be close to customers, product, and AI implementation at enterprise scale, with direct impact from day one.
REQUIREMENTS:
- 4+ years of experience in technical support, support engineering, QA, solutions engineering, or similar hands-on technical role
- Proven experience presenting to and advising enterprise stakeholders on live video calls with clear verbal and written communication skills
- High energy, proactive communication, and willingness to jump into ambiguous situations; take personal accountability for client outcomes
- Diagnostic Tech Stack: hands-on proficiency writing SQL queries; practical experience with cloud log analysis (CloudWatch, Datadog, Splunk, Grafana, Loki); clear understanding of REST APIs, JSON payloads, webhooks, HTTP status codes, and browser DevTools; familiarity with enterprise authentication protocols (SSO, SAML 2.0, OAuth 2.0, Okta)
- Active daily practitioner of generative AI and agentic coding tools (Claude Code, Cursor, ChatGPT, Copilot) for log parsing, code navigation, and workflow automation
- Located on the East Coast (preferred)
