{"id":741830,"url":"https://alion.io/job/plotline-technical-support-engineer","title":"Technical Support Engineer","company":{"id":687064,"name":"Plotline","domain":"plotline.so","url":"https://alion.io/company/plotline","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":88,"open_postings":18,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false}],"status":"live","first_seen_at":"2026-08-06T15:58:46Z","employer_posted_date":"2026-08-06","last_verified_at":"2026-10-28T20:06:49Z","board_verified":true,"closed_at":null,"days_open":83,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":82},"description":"Technical Support Engineer\nJoin 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.\nPlotline is backed by Elevation Capital and supports customers like Dream11, Upstox, Zepto, and more.\nWhy This Role Matters\nShape the customer support experience for a fast-growing AI platform\n\nWork directly with founders to define support strategy and processes\n\nBuild support systems that scale with our high-growth trajectory\n\nWe're seeking a rare combination of technical problem-solving, hands-on execution, and entrepreneurial drive to elevate our customer support function.\nAbout This Role\nKey Challenges You'll Solve\nSupport Velocity - Resolving technical issues and user queries efficiently and independently\n\nCustomer Experience Gaps - Identifying and addressing customer pain points that impact satisfaction and retention\n\nThis is an opportunity to have outsized impact on our product and customers while building expertise in supporting AI-driven products at a scaling startup.\nOutcomes Expected\nQ1 Objectives: Lead improvements in our support workflow and reduce response/resolution times\n\nYear 1 Objectives: Establish scalable support processes and knowledge bases that enable faster issue resolution and measurably improve customer satisfaction\n\nResponsibilities\nCustomer Support & Troubleshooting\nIncident Triage: Quickly identify, troubleshoot, and resolve user-reported issues involving AI-powered features\n\nCustomer Communications: Communicate resolutions, workarounds, and technical explanations clearly to both technical and non-technical users\n\nDocumentation: Create and maintain internal and external knowledge bases, FAQs, and troubleshooting guides\n\nIssue Escalation: Collaborate with engineering and product teams for complex escalations and feedback loops\n\nProduct Knowledge & Training\nProactive Support: Analyze customer feedback and recurring issues to recommend product improvements\n\nOnboarding Assistance: Guide new customers through onboarding, ensuring smooth adoption and early success\n\nIn-Product Guidance: Design and deliver helpful guides, tooltips, and support resources within the product\n\nRequirements\nProfessional Experience\n2-6 years of technical support experience with demonstrated end-to-end ownership of customer issues\n\nProven track record supporting B2B SaaS or AI/ML products with complex user workflows\n\nPortfolio or record demonstrating support process improvements and customer success contributions\n\nTechnical Proficiency\nSupport Tools: Advanced skills with customer support systems (e.g., Zendesk, Freshdesk, or similar)\n\nTroubleshooting: Technical competence to diagnose issues and basic familiarity with APIs, logs, or web tech (HTML/CSS/JS basics)\n\nCore Competencies\nSupport Leadership\nStrategic Vision: Aligns support activities with business objectives and user needs\n\nSystems Thinking: Develops scalable support frameworks that grow with the product and organization\n\nQuality Standards: Maintains high service quality while moving quickly in a startup environment\n\nTechnical Execution\nSelf-Sufficiency: Resolves technical issues independently without requiring extensive external support\n\nTool Mastery: Leverages best-in-class support and troubleshooting tools to maximize efficiency and quality\n\nCross-Platform Awareness: Ensures consistency across web, mobile, and desktop support experiences\n\nUser-Centric Approach\nEmpathy: Puts customer needs at the center, ensuring every interaction is helpful and positive\n\nUsability Focus: Identifies and resolves user experience pain points impacting customer success\n\nAccessibility Awareness: Supports users across varied backgrounds and technical proficiency levels\n\nCommunication & Collaboration\nStakeholder Management: Communicates effectively with founders and cross-functional teams regarding customer issues and feedback\n\nCross-Functional Partnership: Works seamlessly with product and engineering to ensure customer issues are prioritized and resolved\n\nCustomer Advocacy: Champions customer needs and translates feedback into actionable improvements\n\nStartup Agility\nRapid Iteration: Balances support excellence with speed of execution and continuous learning\n\nResource Optimization: Achieves maximum impact with lean resources and creative approaches\n\nGrowth Mindset: Continuously evolves support strategies based on business needs and user feedback\n\nReady to shape the future of AI product support?\nIf you're passionate about empowering customers and creating exceptional support experiences in a fast-growing AI company, we’d love to hear from you.","description_format":"text","description_chars":4927,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Marketing Automation","Marketing & Sales AI"],"lifecycle":[{"event":"open","at":"2026-09-11T12:56:37Z"}],"visa":[],"liveness":{"score":6,"band":"cold","label":"Long shot","p_open":1,"p_active":0.204,"p_room":0.28,"age_days":82,"expected_fill_days":24,"reasons":["conf:4","stale_co","win:tail","crowd:junior"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/plotline-technical-support-engineer","json_url":"https://alion.io/job/plotline-technical-support-engineer.json","meta":{"generated_at":"2026-10-29T00:02:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":47,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":687064},"rest":"https://alion.io/mcp/rest/get_company?id=687064"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fplotline-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fplotline-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fplotline-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/plotline-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fplotline-technical-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":741830}},{"tool":"search_jobs","arguments":{"company":"plotline.so","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":741830},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}