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Unstructured Logo Unstructured · IT - Administration

Global Support Manager

United States · Job Posted January 23, 2026
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Job Description

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.

Job Responsibility

  • Build and Scale Global Support
  • Own Enterprise Support Operations
  • Define Processes, Tooling, and Metrics
  • Partner Cross‑Functionally
  • Be Hands‑On When It Matters

Requirements

  • 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
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