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Unframe is an AI-first startup helping enterprises deploy LLM-powered applications rapidly, backed by Bessemer, Craft, and TLV Partners with $100M in Series B funding. They work with Fortune 500 customers globally, combining product-company speed with consultancy flexibility.
You will be the founding member of Unframe's customer support organization, building the support function from the ground up. Reporting to the VP Product Growth, you'll design and own all aspects of the support operation: 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:
- Building support processes and infrastructure from scratch, including workflows, escalation paths, SLAs, and tooling
- Leading day-to-day operations for global enterprise customers with ownership of prioritization and escalations
- Hiring and growing a team of Support Engineers capable of independent investigation to reduce engineering drag
- 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-up and complex issue resolution
- Partnering with Product and Engineering to surface recurring issues, drive root cause fixes, and close the feedback loop
This is a rare opportunity to define what great support looks like at an AI-first company serving the world's largest enterprises, with significant influence over both customer experience and product direction.
REQUIREMENTS:
- 6+ years of experience in technical support, solutions engineering, or similar customer-facing technical role, with at least 2 years in a lead or senior individual contributor capacity
- Proven experience building or significantly improving support processes in a fast-moving startup or scale-up environment
- Experience working with enterprise customers, ideally global or Fortune 500
- Strong technical foundation: comfortable reading logs, understanding system behavior, and working closely with engineering teams on complex investigations
- Hands-on experience with AI tools (Copilot, Claude, Cursor, or similar) and genuine interest in using them to scale team capabilities
- Excellent written and verbal English communication skills for both technical and executive audiences
- High ownership mentality, sharp prioritization instincts, and composure under pressure
- Based in Tel Aviv and excited to work on-site with teams
