Director of Support Engineering

The role

The Director of Support Engineering will establish and lead the enterprise support function. This person will own the technical post-deployment customer experience and build support processes and standards for AI-powered solutions.

What you will do

• Define and build support architecture, SLA frameworks, incident escalation paths, and diagnostic runbooks.
• Provide technical authority and consultative presence on video calls with enterprise executives.
• Uncover workflow pain points and manage high-stakes account de-escalations.
• Investigate, reproduce, and resolve complex production incidents across web applications, APIs, microservices, and databases.
• Query SQL databases, parse logs, trace JSON payloads, and inspect source code.
• Configure, test, and deploy autonomous AI tools to automate triage and build knowledge bases.
• Partner with Product and Engineering to turn customer friction into product specs and bug fixes.

Required qualifications

• 4+ years of hands-on experience in Technical Support Engineering, Solutions Engineering, QA, or SRE within complex enterprise or B2B SaaS environments.
• Ability to build processes, set technical standards, and mentor engineering colleagues in a fast-paced startup setting.
• Proficiency writing complex SQL queries to inspect relational and cloud databases.
• Experience conducting deep 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 (SSO, SAML 2.0, OAuth 2.0, Okta).
• Daily practitioner of generative AI and agentic coding tools (Claude Code, Cursor, ChatGPT, Copilot).
• Exceptional verbal and written English communication skills.

About the company

Unframe is an AI-first startup helping the world’s largest enterprises bring LLM-powered applications to life. They are backed by Bessemer, Craft, and TLV Partners with $100M in Series B funding.