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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 and own all aspects of the support organization: processes, workflows, escalation paths, SLAs, tooling, and internal playbooks. You'll lead 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 AI 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 from day one.
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 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 startups or scale-ups. Experience with enterprise and ideally Fortune 500 customers. Strong technical foundation: comfortable reading logs, understanding system behavior, and collaborating with engineering on complex investigations. Hands-on experience with AI tools (Copilot, Claude, Cursor, or similar) and genuine interest in using them to scale capabilities. Excellent written and verbal English communication for technical and executive audiences. High ownership mentality, sharp prioritization instincts, and composure under pressure. Must be based in Tel Aviv and excited to work on-site with teams.
