Unstructured | No comp given
Steph's Notes:
No real Careers page to speak of, and given the company obviously dropped a decent amount of cash on their website, I don't really understand why there isn't one (or an About page that at least introduces candidates to the company).
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.
This is a fantastic introduction to the role, and it's a green flag that they included building the team culture as part of the role. Having said that, even though it sounds like this company is still in startup mode, given these duties, this role really should have a more senior title – Head of Global Support at least, but I'd prefer VP, just to give them similar seniority to other senior leaders they've likely already hired.
I'm also concerned that they don't mention hiring managers – even at just 2 per region (assuming they don't mean only the three they mentioned, since those cover a lot of time zones), they're going to hit the limit on how many people one person can manage almost immediately.
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.
Again, I like this, but there really needs to be one layer of management between this role and the direct support team; otherwise, they'll spend a lot of their time filtering their inputs down to just the things they really need to be hands-on with.
Review and evaluate existing support tooling (e.g., ticketing, on‑call, knowledge base, customer communications).
Okay, so maybe there's already some kind of team in place? It's not clear, and I think it would benefit them to be more explicit about this (also, if there *is* already a team in place, the title is even more confusing).
8+ years in customer support, technical support, site reliability, or customer engineering roles within an enterprise SaaS environment.
Yeah, this really needs a more senior title!
A hands‑on, builder mindset: comfortable operating without heavy structure and creating clarity where none exists.
I really do love this phrasing—again, see how you can describe the skills and culture fit you're looking for in a candidate without resorting to tired and easy tropes?
Why You’ll Love This Role
Appreciate this positive, candidate-first framing!
Damn, I think this would be a high Eh, It's Probably Fine if it had salary transparency, but it doesn't. That's a big bummer, because despite the titling issues and ambiguity about the existing team, I think there are a lot of positive cultural signals, and it would be a fun, meaty role for someone who loves the swift pace and depth of skill / knowledge that one gets to apply when building a Support function for a startup. I reluctantly place this in Tread Carefully.
Original Job Description: 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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
