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.