# Technical Support Engineer at Plotlineso > India · Unspecified · Software engineering · open. Source: https://alderhq.app/jobs/ashby%3Aplotlineso%3Af20b5b6c-0792-43ed-adc2-b750fa94f2b2 (read 2026-11-04). ## Facts (observed) - Company: [Plotlineso](https://alderhq.app/companies/plotlineso) - Location text: Bengaluru Office - Where it can be done from (inferred): India (evidence: "Location lists "bengaluru"") - Posted: 2026-08-06 (89 days ago) - First seen by alder: 2026-11-02 · last verified: 2026-11-04 - Reposted: 0 times · edited: 0 times - Apply on the employer's site: https://jobs.ashbyhq.com/plotlineso/f20b5b6c-0792-43ed-adc2-b750fa94f2b2 - Skills listed (inferred): JavaScript, CSS ## Pay and sponsorship - Posted pay: not posted ## Description (the employer's text) ### 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 --- Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/ashby%3Aplotlineso%3Af20b5b6c-0792-43ed-adc2-b750fa94f2b2 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.