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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 in days rather than months. The company combines product-company speed with consultancy flexibility, serving global enterprise customers.
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 hiring and growing a team of technical Support Engineers capable of independent issue investigation, reducing reliance on Engineering for first and second-line resolution. You'll design an AI-first support model leveraging tools for log analysis, issue investigation, and knowledge retrieval to maximize team efficiency. You'll build and maintain a living knowledge base enabling support engineers to ramp quickly on new solutions and handle complex issues without deep product expertise.
You'll partner closely with Product and Engineering to surface recurring issues, drive root cause fixes, and close the feedback loop between customer insights and product improvement. This is a rare opportunity to define what great support looks like at an AI-first company serving some of the world's largest enterprises, with full autonomy to build it your way.
Required: 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. Proven experience building or significantly improving support processes in fast-moving startup/scale-up environments. Experience with enterprise or Fortune 500 customers. Strong technical foundation comfortable with logs, system behavior, and complex engineering investigations. Hands-on experience with AI tools (Copilot, Claude, Cursor, etc.) and genuine interest in scaling team capabilities through AI. Excellent written and verbal English for technical and executive audiences. High ownership mentality, sharp prioritization, and composure under pressure. Must be based in Tel Aviv and excited to work on-site.
