As Global Support Manager, you will establish a global customer support function, hire teams, define support processes, and collaborate cross-functionally to enhance enterprise support operations.
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.
Top Skills
APIs
AWS
Azure
Cloud Infrastructure
Data Pipelines
GCP
Similar Jobs
Artificial Intelligence • Automotive • Greentech • Information Technology • Machine Learning • Software • Cybersecurity
Provide technical customer support, ensuring satisfaction with products and services; train customers on usage, troubleshoot issues, and liaise with internal teams.
Top Skills:
Genesys Pure CloudSalesforceSQL
Artificial Intelligence • Automotive • Greentech • Information Technology • Machine Learning • Software • Cybersecurity
Manage Large, Complex Fiber Projects for Cox Business customers, ensuring timely execution, risk management, and profitability through effective planning and communication.
Top Skills:
ExcelFiber SystemsOrder Management SystemProjectWindowsWord
Artificial Intelligence • Automotive • Greentech • Information Technology • Machine Learning • Software • Cybersecurity
Provides technical customer support, engages with customers on product capabilities, trains users, resolves technical issues, and documents inquiries.
Top Skills:
Genesys Pure CloudSalesforceSQL
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
