• 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.