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