Technical Support Engineer
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“2–6 years of technical support experience with demonstrated end-to-end ownership of customer issues”
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- FullTime
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Original job description
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Join our rapidly growing AI startup as a Technical Support Engineer and own the end-to-end customer support experience. This role is for an exceptional support professional who can pair technical troubleshooting skills with a customer-centric mindset, translating complex AI functionality into clear solutions and guidance. You'll work directly with founders to define support processes and deliver high-quality resolutions independently.
Plotline is backed by Elevation Capital and supports customers like Dream11, Upstox, Zepto, and more.
Why This Role Matters
Shape the customer support experience for a fast-growing AI platform
Work directly with founders to define support strategy and processes
Build support systems that scale with our high-growth trajectory
We're seeking a rare combination of technical problem-solving, hands-on execution, and entrepreneurial drive to elevate our customer support function.
About This Role
Key Challenges You'll Solve
Support Velocity — Resolving technical issues and user queries efficiently and independently
Customer Experience Gaps — Identifying and addressing customer pain points that impact satisfaction and retention
This is an opportunity to have outsized impact on our product and customers while building expertise in supporting AI-driven products at a scaling startup.
Outcomes Expected
Q1 Objectives: Lead improvements in our support workflow and reduce response/resolution times
Year 1 Objectives: Establish scalable support processes and knowledge bases that enable faster issue resolution and measurably improve customer satisfaction
Responsibilities
Customer Support & Troubleshooting
Incident Triage: Quickly identify, troubleshoot, and resolve user-reported issues involving AI-powered features
Customer Communications: Communicate resolutions, workarounds, and technical explanations clearly to both technical and non-technical users
Documentation: Create and maintain internal and external knowledge bases, FAQs, and troubleshooting guides
Issue Escalation: Collaborate with engineering and product teams for complex escalations and feedback loops
Product Knowledge & Training
Proactive Support: Analyze customer feedback and recurring issues to recommend product improvements
Onboarding Assistance: Guide new customers through onboarding, ensuring smooth adoption and early success
In-Product Guidance: Design and deliver helpful guides, tooltips, and support resources within the product
Requirements
Professional Experience
2–6 years of technical support experience with demonstrated end-to-end ownership of customer issues
Proven track record supporting B2B SaaS or AI/ML products with complex user workflows
Portfolio or record demonstrating support process improvements and customer success contributions
Technical Proficiency
Support Tools: Advanced skills with customer support systems (e.g., Zendesk, Freshdesk, or similar)
Troubleshooting: Technical competence to diagnose issues and basic familiarity with APIs, logs, or web tech (HTML/CSS/JS basics)
Core Competencies
Support Leadership
Strategic Vision: Aligns support activities with business objectives and user needs
Systems Thinking: Develops scalable support frameworks that grow with the product and organization
Quality Standards: Maintains high service quality while moving quickly in a startup environment
Technical Execution
Self-Sufficiency: Resolves technical issues independently without requiring extensive external support
Tool Mastery: Leverages best-in-class support and troubleshooting tools to maximize efficiency and quality
Cross-Platform Awareness: Ensures consistency across web, mobile, and desktop support experiences
User-Centric Approach
Empathy: Puts customer needs at the center, ensuring every interaction is helpful and positive
Usability Focus: Identifies and resolves user experience pain points impacting customer success
Accessibility Awareness: Supports users across varied backgrounds and technical proficiency levels
Communication & Collaboration
Stakeholder Management: Communicates effectively with founders and cross-functional teams regarding customer issues and feedback
Cross-Functional Partnership: Works seamlessly with product and engineering to ensure customer issues are prioritized and resolved
Customer Advocacy: Champions customer needs and translates feedback into actionable improvements
Startup Agility
Rapid Iteration: Balances support excellence with speed of execution and continuous learning
Resource Optimization: Achieves maximum impact with lean resources and creative approaches
Growth Mindset: Continuously evolves support strategies based on business needs and user feedback
Ready to shape the future of AI product support?
If you're passionate about empowering customers and creating exceptional support experiences in a fast-growing AI company, we’d love to hear from you.
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