Technical Support Engineer

Technical Support Engineer

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.