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Jobs / unframe

Founding Lead Support Engineer

unframe·Berlin, Berlinsenior

In short

  • →Líder fundador del soporte técnico para clientes empresariales en una startup de IA con clientes Fortune 500.
  • →Días a día: resolución de incidentes técnicos, soporte en video con ejecutivos, y creación de procesos con IA autónoma.
  • →Lo destacado: construir desde cero un sistema de soporte con herramientas de IA como Claude Code y Copilot.

Proficiency in English required for global customer engagements.

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The questions they'll ask you

1. ¿Cómo diseñarías un runbook de diagnóstico para un fallo de webhook en producción con JSON mal formado?

2. Describe un caso donde usaste SQL para resolver un incidente crítico en tiempo real.

3. ¿Cómo integrarías un LLM como Copilot para automatizar la triage de tickets de soporte?

🔒 +7 more questions

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💵 USD · Remote · No visa

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What they ask for

  • ✓4+ años en soporte técnico, ingeniería de soluciones o SRE en entornos B2B SaaS empresariales.
  • ✓Experiencia comprobada en crear procesos, establecer estándares técnicos y guiar equipos en startups.
  • ✓Capacidad para investigar incidentes complejos usando SQL, logs y herramientas de monitoreo.
  • ✓Habilidades avanzadas en REST APIs, JSON, webhooks y herramientas de depuración de navegador.
  • ✓Capacidad de colaborar con producto e ingeniería para convertir fricciones en mejoras reales.
  • ✓Experiencia directa con autenticación empresarial (SSO, IDP, OAuth, etc.).

Don't tick every box? That's normal — your free dossier shows your gaps and how to cover them in the interview.

SQLCloudWatchDatadogSplunkGrafanaLokiREST APIsJSONwebhooksGitHub

Who should you write to at unframe?

Your free dossier identifies the people who'd interview you — their background, what they value, and how to reach out so you stand out before applying.

About Unframe Unframe 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. 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. About the role We are looking for a Founding Lead Support Engineer to establish and lead our enterprise support function while supporting large global enterprise customers using Unframe's AI-powered solutions. In this founding role, you will be the bridge between our Fortune 500 customers, Product, and Engineering. You will own the technical post-deployment customer experience, dive deep into system architectures, and build the playbooks, processes, and standards that define customer support at Unframe as we scale. This role is ideal for an experienced technical leader who thrives in early-stage environments, enjoys deep-dive troubleshooting, and wants to shape both our support operations and our AI-first workflows from the ground up. What you'll do • 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. Uncover workflow pain points, translate requirements, and manage high-stakes account de-escalations with professional poise. • Independently investigate, reproduce, and resolve complex 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 tools (Claude Code, Cursor, Copilot, LLM APIs) 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. What we're looking for • 4+ years of hands-on experience in Technical Support Engineering, Solutions Engineering, QA, or SRE within complex enterprise or B2B SaaS environments. • Demonstrated ability to build processes, set technical standards, and mentor engineering colleagues in a fast-paced startup setting. • Diagnostic Tech Stack: • Hands-on proficiency writing complex SQL queries to inspect relational and cloud databases. • Practical experience conducting deep log analysis in CloudWatch, Datadog, Splunk, Grafana, or Loki. • Solid understanding of REST APIs, JSON payloads, webhooks, HTTP status codes, and browser DevTools. • Direct working familiarity with enterprise authentication pro

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