Unstructured · 1 week ago
Global Support Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
8+ years expUnstructured Technologies is a leader in enterprise data transformation, focusing on AI and data workflows. They are seeking a Global Support Manager to build and lead their global customer support function, designing operating models, hiring teams, and ensuring a world-class support experience for enterprise customers.
Artificial Intelligence (AI)Machine LearningNatural Language ProcessingOpen Source
Responsibilities
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
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
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
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
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
Qualification
Required
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
Preferred
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
Company
Unstructured
At Unstructured, we're on a mission to give organizations access to all their data.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$65MKey Investors
Menlo VenturesBain Capital Ventures
2024-03-14Series B· $40M
2023-07-19Series A· $25M
2023-07-19Seed
Leadership Team
Brian S. Raymond
Founder/CEO
Drew Messersmith
Vice President of Commercial Sales & Partnerships
Recent News
Dynamic Business
2026-01-22
Company data provided by crunchbase