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.
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.
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.
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
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
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
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
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)
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
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
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
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
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
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.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Plotlineso is a company focused on leveraging technology to enhance storytelling and content creation. They likely operate in the media tech or software development space.