Senior Enterprise Support Engineer

Unframe

. Lead enterprise client engagements and provide technical and consultative guidance during live video calls .

Posted 10/8/2026full-timeRemote • New York • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and solutions engineering, with a strong focus on client engagement, incident resolution, and cloud log analysis. Proficient in translating business requirements into technical solutions while maintaining effective communication with enterprise stakeholders.

Highest-signal resume keywords

Technical Support ExperienceSQL Query ProficiencyCloud Log AnalysisREST API UnderstandingEnterprise Stakeholder Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQL QueryingCloud Log AnalysisREST APIJSON PayloadsWebhookIncident ResolutionTechnical SupportSolutions EngineeringGenerative AIAgentic Coding

Soft Skills

Clear CommunicationProactive CommunicationPersonal AccountabilityHigh EnergyProblem Solving

Tools & Technologies

CloudWatchDatadogSplunkGrafanaLokiGitHubClaude CodeCursorChatGPTCopilot

Industry Keywords

Enterprise Client EngagementSupport InfrastructureSLAIncident EscalationAuthentication ProtocolsSSOSAML 2.0OAuth 2.0Okta

Tech Stack

Tools & technologies

CloudGrafanaMicroservicesSplunkSQL

About the role

Key responsibilities & impact

Lead enterprise client engagements and provide technical and consultative guidance during live video calls
Uncover workflow pain points and translate business requirements into technical solutions
Handle high-stakes account de-escalations with enterprise executives and engineering leaders
Investigate, reproduce, and resolve production incidents across web applications, REST APIs, webhooks, microservices, and databases
Query SQL databases, analyze CloudWatch/Datadog/Splunk logs, trace JSON payloads, and inspect GitHub source code to identify root causes
Configure, test, and deploy autonomous AI agents to analyze logs, automate triage workflows, and build self-service knowledge bases
Own technical relationships for enterprise accounts
Help establish support infrastructure, SLAs, incident escalation paths, and diagnostic runbooks
Partner with Product and Engineering leadership to turn recurring customer issues into product specifications, bug fixes, and feature enhancements

Requirements

What you’ll need

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
Clear verbal and written communication skills
High energy, proactive communication, and willingness to handle ambiguous situations
Personal accountability for client outcomes
Hands-on proficiency writing SQL queries to inspect relational and cloud databases
Practical experience conducting cloud log analysis in CloudWatch, Datadog, Splunk, Grafana, or Loki
Understanding of REST APIs, JSON payloads, webhooks, HTTP status codes, and browser DevTools
Familiarity with enterprise authentication protocols including SSO, SAML 2.0, OAuth 2.0, and Okta
Active daily practice with generative AI and agentic coding tools including Claude Code, Cursor, ChatGPT, and Copilot

Benefits

Comp & perks

Exposure to complex enterprise environments, cutting-edge AI products, and fast product cycles
Real ownership and direct impact from day one
Opportunity to grow quickly and learn how large-scale AI systems are deployed
Opportunity to help shape the experience of major enterprise customers