Global Support Manager
unstructured.io
full-time
Posted on:
Location Type: Remote
Location: United States
Visit company websiteExplore more
Tech Stack
About the role
- 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.
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.
Benefits
- Competitive salary
- Flexible working hours
- Professional development budget
- Home office setup allowance
- Global team events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ticket triageprioritizationSLAsSLOsincident managementcloud infrastructureAPIsdata pipelinesdeveloper-facing platformssupport metrics
Soft Skills
customer empathyoperational excellencecommunicationteam culturefeedback loopshands-on mindsetclarity creationleadershipcollaborationproblem-solving