Director of Support Engineering

About Unframe

Unframe is an AI-first startup helping the world’s largest enterprises bring LLM-powered applications to life in days - not months. We combine the speed of a product company with the flexibility of a consultancy, helping customers move from idea to deployed AI systems faster than anyone else in the market.

Backed by Bessemer, Craft, and TLV Partners with $100M in Series B funding, we’re building a fast-growing, revenue-generating company working with Fortune 500 customers globally.

About the role

We're looking for a Director of Support Engineering to build and lead Unframe's technical support function from the ground up, based in our Tel Aviv office.

You'll be the founding leader of our Support Engineering organization, building the processes, tooling, and team that connect our enterprise customers with Product and Engineering. Reporting to the VP Product Growth, you'll combine deep hands-on technical expertise with building an AI-native support operation designed to resolve complex issues independently and scale efficiently.

What you'll do

• Build the Support Engineering function from scratch, including processes, workflows, SLAs, escalation paths, and tooling.

• Lead technical support for global enterprise customers, owning complex issues, escalations, and customer communication.

• Investigate technical issues hands-on, including debugging APIs and integrations, analyzing logs, and performing root cause analysis.

• Hire and develop a team of Support Engineers capable of resolving issues independently, minimizing reliance on Engineering.

• Build an AI-native support operation, leveraging LLMs, AI agents, and intelligent workflows to automate issue investigation, troubleshooting, and knowledge management.

• Build and maintain a living knowledge base, partnering with Product and Engineering to identify recurring issues and drive continuous improvements.

What we're looking for

• 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, ideally in a startup or scale-up environment.

• Experience supporting global enterprise customers, ideally Fortune 500.

• 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, with a strong understanding of how AI can transform technical support operations.

• Excellent written and verbal English communication skills, strong ownership, and the ability to prioritize under pressure.

• Comfortable combining hands-on technical work with team leadership.

Why join us?

You’ll have the opportunity to build and shape the support function at Unframe from the ground up, working directly with global enterprise customers and alongside Product, Engineering, and company leadership. This is a highly impactful role for someone who enjoys combining customer ownership, operational thinking, and technical problem-solving in a fast-moving AI company. If you like creating structure where none exists yet and want to influence both customer experience and product direction, this role will give you exactly that.