Senior Enterprise Support Engineer (Remote)

Role overview

A remote, customer-facing Senior Enterprise Support Engineer position focused on serving as the primary technical advisor for large enterprise clients deploying LLM-powered applications. The role blends hands-on incident investigation, executive-level client communication, and the orchestration of AI agents to streamline support workflows. It is well suited for someone who thrives at the intersection of customer engagement, technical debugging, and applied AI tooling.

Responsibilities

- Lead live video engagements with enterprise executives, sponsors, and engineering leads, translating business pain points into technical solutions and de-escalating high-stakes account issues. - Investigate, reproduce, and resolve production incidents across web applications, REST APIs, webhooks, microservices, and databases by querying SQL, parsing cloud logs, tracing JSON payloads, and inspecting source code. - Configure, test, and deploy autonomous AI agents using generative coding and LLM tools to analyze logs, automate triage, and build self-service knowledge resources. - Own the technical relationship for enterprise accounts, contributing to support infrastructure, SLA definitions, escalation paths, and diagnostic runbooks. - Partner with Product and Engineering leadership to convert recurring customer friction into actionable specs, bug fixes, and feature improvements.

Requirements

- 4+ years in technical support, support engineering, QA, solutions engineering, or a comparable hands-on technical discipline. - Demonstrated ability to present to and advise enterprise stakeholders on live calls, with strong written and verbal communication. - Hands-on proficiency writing SQL queries against relational and cloud-hosted databases. - Practical experience performing log analysis in cloud observability platforms such as CloudWatch, Datadog, Splunk, Grafana, or Loki. - Working knowledge of REST APIs, JSON payloads, webhooks, HTTP status codes, browser DevTools, and enterprise authentication protocols including SSO, SAML 2.0, OAuth 2.0, and Okta. - Daily active use of generative AI and agentic coding tools such as Claude Code, Cursor, ChatGPT, or Copilot for log parsing, code navigation, and workflow automation.

Benefits and work setup

- Remote position with direct customer exposure and ownership of enterprise technical relationships from day one. - Opportunity to shape playbooks and feedback loops for a fast-growing AI platform serving Fortune 500 clients. - Exposure to complex enterprise environments, cutting-edge AI products, and rapid product cycles with room for accelerated growth.