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About the Role
Serve as the primary technical advisor and face of Unframe for enterprise clients, acting as a core member of the customer-facing technical team. This role involves cloud/API forensics, executive client advisory, and AI agent orchestration, focusing on technical problem-solving close to customers, product, and AI implementation at enterprise scale.
Responsibilities
- Proactively lead enterprise client engagements, bringing technical authority and consultative presence to live video calls.
- Uncover workflow pain points, translate business requirements into technical solutions, and handle high-stakes account de-escalations.
- Independently 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 to isolate root causes.
- Configure, test, and deploy autonomous AI agents 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 closely with Product and Engineering leadership to turn customer friction into actionable product specs, bug fixes, and feature enhancements.
Requirements
- 4+ years of experience in technical support, support engineering, QA, solutions engineering, or a 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 zero hesitation to jump into ambiguous situations.
- Take personal accountability for client outcomes rather than waiting for direction or escalating to engineering.
Skills
- SQL query writing for relational and cloud databases.
- Cloud log analysis in CloudWatch, Datadog, Splunk, Grafana, or Loki.
- REST APIs, JSON payloads, webhooks, HTTP status codes, and browser DevTools.
- Enterprise authentication protocols (SSO, SAML 2.0, OAuth 2.0, Okta).
- Generative AI and agentic coding tools (Claude Code, Cursor, ChatGPT, Copilot) for log parsing, code navigation, and workflow automation.
Location
- US
Work Type
- Full-time
Experience Level
- Senior
About the Company
- Unframe is an AI-first startup helping enterprises bring LLM-powered applications to life quickly.
- We combine product speed with consultancy flexibility to accelerate AI system deployment.
- Backed by Bessemer, Craft, and TLV Partners with $100M in Series B funding.
- We are a fast-growing, revenue-generating company working with Fortune 500 customers globally.