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.