Technical Support Team Lead

About Plaud Inc.

Plaud is building the real-world AI interface for professionals to amplify intelligence, elevate productivity and performance, loved by over 3,000,000 users worldwide since 2023. With a mission to amplify human intelligence, Plaud captures, structures, and compounds the intelligence generated in conversations — so humans can think better, decide faster, and execute with clarity.

Plaud Inc. is a Delaware-incorporated, San Francisco-based company. With GDPR, SOC 2 Type II, HIPAA, and EN 18031 compliance, Plaud is committed to the highest standards of data security and privacy protection.

To learn more about Plaud, please visit https://www.plaud.ai and follow along on Instagram, X, Facebook, LinkedIn, and YouTube.

Why You Should Join Us

Plaud is building the next generation intelligence infrastructure and interfaces to capture, extract, and utilize intelligence from what people say, hear, see, and think.

• Plaud is a bootstrapped, skyrocketing, profitable company with a $300M revenue run rate achieved in just three years.

• Define the next-gen paradigm for human-AI interaction.

• Gain exposure to cutting-edge AI for Pro tools and play a direct role in our global expansion.

• Work with passionate teammates who value innovation, collaboration, and customer success.

• Grow your career in a culture that champions continuous learning and fast career development.

• Market-competitive compensation, global exposure, and a vibrant, creativity-fueled work atmosphere.

What you will do

• Own technical escalation quality: run calibration and QA sampling across the 350–400 ticket/week line, define what a sound diagnosis looks like across hardware devices, Plaud App, Web, and Desktop App, and hold the team to that standard — not just throughput.

• Build the SOP-to-agent roadmap: personally ship AI agents from existing Tech SOPs, set the build bar by doing it, own the sequence of what gets documented and automated next, and review and raise the quality of what ICs ship.

• Own the CSC-to-Engineering/QA interface: convert scattered escalations into a prioritised, evidence-backed issue list; run the standing structured channel with Engineering and QA; keep issues moving when they stall, including escalating upward.

• Lead and develop the three-IC Tech Team: one-on-ones, capability assessments, development plans, performance calibration, coverage planning across time zones and holidays, and owning the hiring loop for technical roles including designing the AI-build trial.

• Benchmark the Tech Team's technical support quality and automation output against industry SOTA; identify gaps in diagnostic standards, SOP coverage, and agent performance; drive continuous improvement with data.

Skills, qualifications and experience we look for

• Minimum 2 years of direct people-management of a technical support team: headcount ownership, one-on-ones, performance conversations, and hiring. A senior IC who has mentored peers or led a project does not meet this requirement.

• Demonstrated AI builder: able to construct a working support agent from an SOP — evidenced at interview by a runnable artifact, an AI workflow currently in use, and a reusable structured file (skill/prompt file or equivalent) written for repetitive work. Describing AI literacy without an artifact does not pass.

• Hands-on technical credibility across hardware and software sufficient to review an IC's diagnosis and distinguish a sound one from a merely plausible one — able to read logs, interpret firmware/connectivity symptoms, and identify root cause without being technically dependent on the team.

• Ability to own the support-to-engineering interface: synthesize scattered escalations into a structured, prioritized issue list; keep the loop moving when it stalls; escalate upward when needed.
  

What we offer

• Meaningful Ownership An Employee Stock Ownership Plan (ESOP) that gives a real stake in Plaud’s long-term success.

• High-Impact Environment Work in a fast-moving, product-driven environment where your ideas directly shape the future of AI productivity.

• Cutting-Edge AI Tools for Productivity Access to best-in-class AI tools, including Gemini, Claude Code, and other frontier AI systems to maximize engineering and execution efficiency.

• Best-in-Class Equipment Choice of top-spec laptops, high-performance workstation setups, and cutting-edge Plaud devices for all new hires.

• Team & Culture Annual company offsites, team events, and a culture that values craftsmanship, ownership, and velocity.

• Medical & Insurance Coverage Comprehensive benefits to protect our employees' financial security, physical health, and longterm growth. Medical insurance and WICA coverage for all full-time employees.

Disclaimer: Plaud is and will continue to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristics.