We're looking for a Support Lead to build our company's customer support function from the ground up, working on site in Tel Aviv offices.
You'll be the founding member of our support organization, designing the processes, tooling, and team that will sit between our enterprise customers and our Product and Engineering teams. You'll report to the VP Product Growth and work closely with Product and Engineering to ensure issues are resolved fast, with full ownership, and with as little engineering drag as possible.
This is a rare opportunity to define what great support looks like at an AI-first company serving some of the world's largest enterprises, and to build it your way.
What you'll do
Build the support function from scratch: processes, workflows, escalation paths, SLAs, tooling, and internal playbooks.
Lead day-to-day support operations for global enterprise customers, owning prioritization, escalations, and customer communication.
Hire and grow a team of Support Engineers who are technical enough to investigate issues independently, reducing reliance on Engineering for first and second-line resolution.
Design an AI-first support model: leverage AI tooling for log analysis, issue investigation, and knowledge retrieval to help the team punch above its weight across a fast-growing set of diverse customer solutions.
Build and maintain a living knowledge base that enables support engineers to ramp quickly on new solutions and handle complex issues without deep product expertise from day one.
Partner with Product and Engineering to surface recurring issues, drive root cause fixes, and close the loop between customer feedback and product improvement.
You'll be the founding member of our support organization, designing the processes, tooling, and team that will sit between our enterprise customers and our Product and Engineering teams. You'll report to the VP Product Growth and work closely with Product and Engineering to ensure issues are resolved fast, with full ownership, and with as little engineering drag as possible.
This is a rare opportunity to define what great support looks like at an AI-first company serving some of the world's largest enterprises, and to build it your way.
What you'll do
Build the support function from scratch: processes, workflows, escalation paths, SLAs, tooling, and internal playbooks.
Lead day-to-day support operations for global enterprise customers, owning prioritization, escalations, and customer communication.
Hire and grow a team of Support Engineers who are technical enough to investigate issues independently, reducing reliance on Engineering for first and second-line resolution.
Design an AI-first support model: leverage AI tooling for log analysis, issue investigation, and knowledge retrieval to help the team punch above its weight across a fast-growing set of diverse customer solutions.
Build and maintain a living knowledge base that enables support engineers to ramp quickly on new solutions and handle complex issues without deep product expertise from day one.
Partner with Product and Engineering to surface recurring issues, drive root cause fixes, and close the loop between customer feedback and product improvement.
Requirements:
6+ years of experience in technical support, solutions engineering, or a similar customer-facing technical role, with at least 2 years in a lead or senior individual contributor capacity.
Proven experience building or significantly improving support processes in a fast-moving startup or scale-up environment.
Experience working with enterprise customers, ideally global or Fortune 500.
Strong technical foundation, comfortable reading logs, understanding system behavior, and working closely with engineering teams on complex investigations.
Hands-on experience with AI tools (Copilot, Claude, Cursor, or similar) and a genuine interest in using them to scale team capabilities.
Excellent written and verbal English communication skills, able to write clearly for both technical and executive audiences.
High ownership mentality, sharp prioritization instincts, and composure under pressure.
Based in Tel Aviv and excited to work closely with teams on-site.
6+ years of experience in technical support, solutions engineering, or a similar customer-facing technical role, with at least 2 years in a lead or senior individual contributor capacity.
Proven experience building or significantly improving support processes in a fast-moving startup or scale-up environment.
Experience working with enterprise customers, ideally global or Fortune 500.
Strong technical foundation, comfortable reading logs, understanding system behavior, and working closely with engineering teams on complex investigations.
Hands-on experience with AI tools (Copilot, Claude, Cursor, or similar) and a genuine interest in using them to scale team capabilities.
Excellent written and verbal English communication skills, able to write clearly for both technical and executive audiences.
High ownership mentality, sharp prioritization instincts, and composure under pressure.
Based in Tel Aviv and excited to work closely with teams on-site.
This position is open to all candidates.
