Support Engineer
Job Description
- Startup or technical B2B SaaS product experience
- Startup environment experience
- Few years of support engineering experience
- Medium to high technicality (logs, code, automations)
- Strong opinions on support products
- Motivated by customer interactions
- Incredibly patient with diverse audiences
- Stock options
- Benefits
Plain is redefining customer support for the next generation of B2B companies. We’re building the fastest, most powerful platform to help companies move beyond reactive support and build true customer relationships.
B2B customer support is undergoing a seismic shift. AI is transforming the way companies engage with customers, shifting support from a siloed function to a company-wide effort across Slack, Discord, and in-product experiences. The old way – slow, manual, and disconnected – no longer works.
Some of the world’s most forward-thinking companies – like Stytch, Sanity, and Fly.io – trust Plain to unify all customer interactions, enable faster team collaboration, and supercharge their workflows with AI.
We’re a small team and have offices in SF and London. This role is based in our SF office with an expectation of 3+ days/week in person.
We do ask for availability starting around 7am PT to sync with our teammates in Europe — yes, it’s early, and yes, we’ll have coffee ready! The bright side is your afternoons are usually quieter and perfect for heads-down, focused work. We totally get that this schedule isn’t ideal for everyone, so we want to be upfront about it from the start.
What you'll do
You’ll help us manage our incoming support queries, ship or coordinate small product fixes and improve our docs & self serve support.
Most exciting of all, you’ll play a central role in building the support product you’ve always wanted! You’ll help us understand what customers are asking for, flag repeat patterns and help translate those into product requirements. We want you to be a sounding board for product engineering when they’re scoping & designing features - you'll help shape our roadmap. If you’ve ever felt frustrated or constrained by existing support platforms, come join us and build something better!
Most of our customers today are technical, meaning you’ll need to be comfortable with APIs, webhooks, SDKs, and data integrations. As we expand our ICP to include less technical teams, you’ll need to seamlessly adapt your communication style—switching from deep engineering discussions to clear, step-by-step product guidance as needed.
In this role, you will:
Manage Plain’s support queue, acting as the first line of technical support and routing issues to the right teammates. While the whole team dogfoods our product, we need someone to steer the ship.
Help us scale support at Plain. As one of our first support hires, you’ll help us improve our processes and knowledge sharing, add to our help center to improve self serve support, and much more. All things to help us be more efficient at support.
Support customer-focused engineering work, including workspace management, user administration, trial resets, automated billing monitoring, and more.
Be our “customer zero”. You’ll be a partner and sounding board to product engineering, making sure we’re building the best product for support teams.
Collaborate with the best support teams on the planet - our customers! You’ll be gathering insights from customer interactions and writing about what you learn so we can share it with our customers and the broader community. We have a front-row seat to how support is evolving, and we want to talk about it and write about it. Ultimately, we want to help our customers improve everything about the way they do support, not just their tooling.
This is a great fit if you…
Have a few years of support engineering experience in a startup or technical B2B SaaS product.
Have medium to high technicality; you must be comfortable looking at logs, reading & debugging code, understand how our product works under the hood, and be able to “help yourself” with automations, hacks, improvements.
Have strong opinions on support products; What have you found good, bad, frustrating and how would you improve support products?
Are motivated by customer interactions—you thrive on helping users understand our product and get more value from Plain.
Are incredibly patient—you’ll be working with both technical and non-technical users, and you know how to tailor your communication style for different audiences.
This won't be the right role if you…
Prefer to spend most of your day coding rather than talking to customers—this is primarily a customer-facing role.
Want to focus solely on product or feature development immediately. While this role is technical, it’s not centered on building core product features.
Are uncomfortable with ambiguity. We’re an early-stage company with strong traction, but we’re constantly iterating, learning, and adapting as we grow.
Are looking for a management role. Right now, we’re seeking someone who wants to be a hands-on individual contributor.
Expect the perks of a big company. We offer competitive benefits for a Series A startup, but this role is different from working at an established tech giant.
