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Unframe is an AI-first startup backed by Bessemer, Craft, and TLV Partners ($100M Series B) that helps Fortune 500 enterprises deploy LLM-powered applications rapidly. The company combines product-company speed with consultancy flexibility to move customers from idea to deployed AI systems faster than competitors.
You will be the founding member of Unframe's customer support organization, building the function from the ground up. Reporting to the VP Product Growth, you'll design and implement all support processes, workflows, escalation paths, SLAs, tooling, and internal playbooks. You'll own day-to-day support operations for global enterprise customers, managing prioritization, escalations, and customer communication with full ownership.
Key responsibilities include:
- Building support processes and infrastructure from scratch, including knowledge bases and playbooks
- Leading day-to-day operations and owning customer communication and issue prioritization
- Hiring and growing a team of technical Support Engineers capable of independent investigation
- Designing an AI-first support model leveraging tools for log analysis, issue investigation, and knowledge retrieval
- Creating a living knowledge base to enable rapid ramp and complex issue handling
- Partnering with Product and Engineering to surface recurring issues and drive root-cause fixes
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 both 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.
