Director of Support Engineering

The role

You will build and lead the Support Engineering function from the ground up. You will manage technical support for global enterprise customers and build an AI-native support operation.

What you will do

• Build the Support Engineering function including processes, workflows, SLAs, escalation paths, and tooling.
• Lead technical support for global enterprise customers.
• Own complex issues, escalations, and customer communication.
• Investigate technical issues hands-on including debugging APIs, integrations, and analyzing logs.
• Perform root cause analysis.
• Hire and develop a team of Support Engineers.
• Build an AI-native support operation leveraging LLMs, AI agents, and intelligent workflows.
• Build and maintain a living knowledge base.
• Partner with Product and Engineering to identify recurring issues and drive continuous improvements.

Required qualifications

• 6+ years of experience in technical support, support engineering, or similar customer-facing technical roles, including experience leading technical teams.
• Proven experience building or significantly improving support functions.
• Experience supporting global enterprise customers.
• Strong hands-on technical capabilities including troubleshooting production issues, APIs, integrations, logs, and complex system behavior.
• Hands-on experience building AI-powered workflows or agents using LLMs and modern AI tools.
• Excellent written and verbal English communication skills.
• Strong ownership.
• Ability to prioritize under pressure.
• Comfortable combining hands-on technical work with team leadership.

Nice to have

• Experience in a startup or scale-up environment.
• Experience supporting Fortune 500 customers.

About the company

Unframe is an AI-first startup helping the world’s largest enterprises bring LLM-powered applications to life. It is backed by Bessemer, Craft, and TLV Partners with $100M in Series B funding.