unframe · Berlin, Berlin, Germany
Skills: SQL
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 Director of Support Engineering 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 enginee…
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