Global Support Manager, Unstructured.io

• 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

Desirable

• 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
• 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