# Technical Support Engineer - Company: [Plotlineso]() - Location: Bengaluru Office - Team: Customer Success - Employment type: Full Time - Posted: August 6, 2026 ## Job description # 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. ## Apply [Apply on Plotlineso]() Canonical job page: