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Unframe is an AI-first startup backed by Bessemer, Craft, and TLV Partners with $100M in Series B funding. The company helps Fortune 500 enterprises deploy LLM-powered applications rapidly, combining product-company speed with consultancy flexibility.
You will be the founding Support Lead, building Unframe's customer support function from the ground up. Reporting to the VP Product Growth, you'll design processes, tooling, team structure, and operational workflows that bridge enterprise customers with Product and Engineering teams.
Key responsibilities include:
- Building support infrastructure from scratch: processes, workflows, escalation paths, SLAs, tooling, and playbooks
- Leading day-to-day support operations for global enterprise customers with full ownership of prioritization, escalations, and communication
- Hiring and growing a team of technical Support Engineers capable of independent issue investigation, reducing Engineering drag
- Designing an AI-first support model leveraging AI tools for log analysis, issue investigation, and knowledge retrieval
- Building and maintaining a living knowledge base enabling rapid ramp and complex issue resolution
- Partnering with Product and Engineering to surface recurring issues, drive root cause fixes, and close the feedback loop
You bring 6+ years in technical support, solutions engineering, or similar customer-facing technical roles, with at least 2 years in a lead or senior IC capacity. You have proven experience building or significantly improving support processes in fast-moving startups, working with enterprise/Fortune 500 customers globally. You're technically strong—comfortable reading logs, understanding system behavior, and collaborating with engineering on complex investigations. You have hands-on experience with AI tools (Copilot, Claude, Cursor) and genuine interest in scaling team capabilities through AI. You communicate clearly in writing and verbally for technical and executive audiences, demonstrate high ownership mentality with sharp prioritization instincts, and work well under pressure. You're based in Tel Aviv and excited to work on-site with teams.
