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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 serve global enterprise customers while minimizing engineering drag.
Key responsibilities include:
- Building support infrastructure from scratch: processes, workflows, escalation paths, SLAs, tooling, and playbooks
- Leading day-to-day support operations for enterprise customers globally, owning prioritization, escalations, and communication
- Hiring and growing a team of technical Support Engineers capable of independent issue investigation
- Designing an AI-first support model leveraging tools for log analysis, issue investigation, and knowledge retrieval
- Building and maintaining a living knowledge base to enable rapid ramp and complex issue handling
- 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 or scale-ups, ideally with enterprise or Fortune 500 customer exposure. 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, etc.) 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 remain composed under pressure. You're based in Tel Aviv and excited to work on-site with the team.
