Senior Enterprise Support Engineer (Remote)

Role overview

A customer-facing senior engineering role that blends technical support, incident response, and consultative advisory for enterprise clients deploying AI-powered applications. The position acts as the primary technical point of contact for large accounts, with a particular focus on US East Coast coverage as an anchor hire. It suits someone who enjoys live problem-solving with executives and engineers rather than back-office queue work.

Responsibilities

- Lead enterprise client engagements on live video calls, surfacing workflow pain points and translating business needs into technical solutions - Investigate, reproduce, and resolve production incidents across web applications, REST APIs, webhooks, microservices, and databases before escalating to core engineering - Configure and deploy AI agents and LLM-powered tools to automate log analysis, triage workflows, and knowledge base creation - Own the technical relationship for assigned accounts, helping establish support playbooks, SLAs, and escalation paths - Partner with Product and Engineering leadership to convert recurring customer friction into concrete product improvements

Requirements

- At least four years in technical support, support engineering, QA, solutions engineering, or a comparable hands-on role - Demonstrated success advising enterprise stakeholders on live video calls with clear written and verbal communication - Proactive, high-energy style with the willingness to dive into ambiguous situations and own outcomes end-to-end - Practical SQL skills for inspecting relational and cloud databases - Hands-on experience analyzing logs in tools like CloudWatch, Datadog, Splunk, Grafana, or Loki - Solid grasp of REST APIs, JSON payloads, webhooks, HTTP status codes, and browser DevTools - Familiarity with enterprise authentication protocols such as SSO, SAML 2.0, OAuth 2.0, or Okta - Active daily practitioner of generative AI and agentic coding tools for log parsing, code navigation, and workflow automation

Benefits and work setup

- Remote role targeted at candidates on the US East Coast - Direct exposure to complex enterprise environments and AI deployments at large scale - Fast product cycles with meaningful ownership from day one - Opportunity to help shape support processes during an early growth phase