Global Support Manager

About Us Unstructured is defining the standard for enterprise data transformation in the age of LLMs and GenAI. In just two years, we’ve raised over $65M from world-class investors, including Menlo Ventures, Bain Capital, Databricks, Nvidia, Microsoft, and IBM. Our open-source toolkit has been downloaded 52M+ times with adoption by 50,000+ companies, including nearly half of the Fortune 500. We’re powering production AI workflows across commercial and federal sectors—transforming PDFs, emails, images, and more into AI-ready data at scale. We’re not just building tooling, we’re building infrastructure to unlock intelligence across industries. This role is Remote - United States   About the Role We’re hiring a Global Support Manager to build and lead Unstructured’s global customer support function from the ground up. This is a true builder role: you’ll design the operating model, hire and develop small, high‑impact regional support teams (initially ~2 engineers per region across the Americas, EMEA, and APJ), and establish the processes, tooling, and culture needed to support enterprise customers running mission‑critical AI and data workloads. You will balance strategic ownership with hands-on execution—setting the long‑term vision for global support while remaining close to customers, incidents, and escalations. You’ll partner closely with Engineering, Product, Sales, and Security to ensure fast resolution, strong feedback loops, and a world‑class enterprise support experience.  What You’ll Do Build and Scale Global Support Design and implement Unstructured’s global support strategy, operating model, and coverage plan across time zones. Hire, onboard, and manage small regional support teams in the Americas, EMEA, and APJ. Define clear roles, on‑call rotations, escalation paths, and follow‑the‑sun coverage. Establish a strong team culture focused on ownership, customer empathy, and operational excellence. Own Enterprise Support Operations Build and run day‑to‑day support operations, including ticket triage, prioritization, SLAs/SLOs, and customer communications. Act as the senior escalation point for complex or high‑severity customer issues. Ensure consistent, high‑quality support experiences across regions. Partner with Security, Legal, and Compliance teams on customer incidents and enterprise requirements. Define Processes, Tooling, and Metrics Review and evaluate existing support tooling (e.g., ticketing, on‑call, knowledge base, customer communications). Define and track key support metrics (e.g., response time, resolution time, customer satisfaction, backlog health). Create runbooks, incident management processes, and post‑incident review practices. Build internal and external knowledge bases to scale support efficiency. Partner Cross‑Functionally Work closely with Engineering to drive efficient debugging, root‑cause analysis, and durable fixes. Establish strong feedback loops with Product to surface recurring issues, feature gaps, and customer insights. Collaborate with Sales and Customer Success on onboarding, renewals, and enterprise escalations. Support pre‑sales and onboarding motions by defining support expectations and readiness for enterprise customers. Be Hands‑On When It Matters Jump into tickets, incidents, and customer calls as needed—especially early on and during critical events. Lead major incident responses, including customer updates and internal coordination. Set the standard for technical depth, responsiveness, and customer trust. What You Bring 8+ years in customer support, technical support, site reliability, or customer engineering roles within an enterprise SaaS environment. Proven experience building and scaling a support organization from scratch or through early growth stages. Experience managing globally distributed teams across multiple time zones. Strong technical background with the ability to understand and troubleshoot complex systems (cloud infrastructure, APIs, data pipelines, or developer‑facing platforms). Deep familiarity with enterprise support expectations, SLAs, incident management, and executive‑level escalations. Excellent communication skills—able to translate technical issues into clear, confident customer messaging. A hands‑on, builder mindset: comfortable operating without heavy structure and creating clarity where none exists. Nice to Have Experience supporting data platforms, developer tools, or AI/ML infrastructure. Background working with large enterprise or regulated customers. Familiarity with cloud platforms (AWS, GCP, Azure) and modern observability/on‑call tooling. Experience partnering closely with open‑source communities or products. Why You’ll Love This Role Build from zero to one: You’ll design and own Unstructured’s global support function end‑to‑end. High impact: Your work directly affects customer trust, retention, and success. Elite customers: Support teams running mission‑critical AI and data workloads. Cross‑company influence: Shape product quality, reliability, and the overall customer experience. Startup speed, enterprise scale: Move fast while building systems that support global enterprises. Ready to help the world’s leading organizations unlock their unstructured data for AI? Join us and lead the deployments that make it real.