Senior Enterprise Support Engineer
U
UnframeEnterprise AI
Location: New York, New York, United States. This role is focused on candidates located on the East Coast.Full-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 4+ years of experience in technical support, support engineering, QA, solutions engineering, or a similar hands-on technical role.
- Required Skills
- SQLRESTful APIsJSONDatadog
Requirements
- Have 4+ years of experience in technical support, support engineering, QA, solutions engineering, or a similar hands-on technical role.
- Have experience presenting to and advising enterprise stakeholders on live video calls.
- Write SQL queries to inspect relational and cloud databases.
- Have practical experience analyzing cloud logs with CloudWatch, Datadog, Splunk, Grafana, or Loki.
- Understand REST APIs, JSON payloads, webhooks, HTTP status codes, and browser DevTools.
- Be familiar with enterprise authentication protocols and tools, including SSO, SAML 2.0, OAuth 2.0, and Okta.
- Use generative AI and agentic coding tools such as Claude Code, Cursor, ChatGPT, or Copilot for log parsing, code navigation, and workflow automation.
- Communicate clearly in writing and verbally, and take personal accountability for client outcomes.
Responsibilities
- Lead enterprise client engagements and advise executives, sponsors, and client engineering leads on live video calls.
- Uncover workflow pain points, translate business requirements into technical solutions, and handle account de-escalations.
- Investigate, reproduce, and resolve production incidents across web applications, REST APIs, webhooks, microservices, and databases.
- Query SQL databases, analyze logs, trace JSON payloads, and inspect source code to identify root causes.
- Configure, test, and deploy autonomous AI agents to analyze logs and automate triage workflows.
- Build self-service knowledge bases, support playbooks, SLAs, escalation paths, and diagnostic runbooks.
- Partner with Product and Engineering to turn recurring customer issues into product specifications, bug fixes, and feature enhancements.
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