Technical Support Engineer
About the job
- Two to six years of technical support experience, including demonstrated end-to-end ownership of customer issues.
- A proven track record supporting B2B SaaS or AI/ML products with complex user workflows.
- A portfolio or record demonstrating support process improvements and contributions to customer success.
- Advanced skills with customer support systems such as Zendesk, Freshdesk, or similar tools.
- Technical competence to diagnose issues and basic familiarity with APIs, logs, or web technologies, including HTML, CSS, and JavaScript basics.
- Ability to align support activities with business objectives and user needs.
- Ability to develop scalable support frameworks that grow with the product and organization.
- Ability to maintain high service quality while working quickly in a startup environment.
- Ability to resolve technical issues independently without extensive external support.
- Ability to use support and troubleshooting tools effectively to maximize efficiency and quality.
- Awareness of consistency across web, mobile, and desktop support experiences.
- Ability to communicate effectively with founders and cross-functional teams about customer issues and feedback.
- Ability to partner with product and engineering teams to prioritize and resolve customer issues.
- Ability to balance support quality with speed of execution and continuous learning.
- Ability to achieve impact with lean resources and creative approaches.
- Ability to evolve support strategies based on business needs and user feedback.
- Identify, troubleshoot, and resolve user-reported issues involving AI-powered features.
- Communicate resolutions, workarounds, and technical explanations clearly to technical and non-technical users.
- Create and maintain internal and external knowledge bases, FAQs, and troubleshooting guides.
- Collaborate with engineering and product teams on complex escalations and feedback loops.
- Analyze customer feedback and recurring issues to recommend product improvements.
- Guide new customers through onboarding to support smooth adoption and early success.
- Design and deliver helpful guides, tooltips, and support resources within the product.
- Improve support workflows and reduce response and resolution times.
- Establish scalable support processes and knowledge bases to enable faster issue resolution and improve customer satisfaction.
About the company
Plotline.so offers SaaS tools for mobile apps to boost user engagement and retention. It provides in-app experiences such as stories, videos, spotlights, tooltips, animations, guided tours, tutorials, native widgets, and gamified elements that can be added without developer effort. These features aid onboarding, feature adoption, and long-term engagement by delivering contextual experiences and collecting usage data; notable uses include Story-based trust-building for Stable Money and feature highlight sequences for Google Pay. The service uses a subscription or usage-based pricing model, with the aim of helping apps attract users faster, improve activation, and sustain long-term value.
Company Size
11-50
Company Stage
Seed
Total Funding
$2.6M
Headquarters
San Francisco, California
Founded
2021
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Simplify's Take
What believers are saying
- Upstox reported 19% higher SGB adoption after Plotline spotlights in 2026.
- Plotline's 2026 customer stories show Airtel increasing Xstream Play engagement and subscriptions.
- The product now spans stories, videos, tooltips, surveys, and games, widening use cases.
What critics are saying
- Plotline raised only $2.6 million in 2024; thin capital limits global expansion.
- Incumbents Appcues, Mixpanel, and Segment already overlap its workflow and distribution.
- If customer growth stalls, the company becomes a feature, not a platform.
What makes Plotline unique
- Plotline's no-code widgets live inside apps, cutting engineering dependency for product teams.
- Upstox used Plotline for 50+ campaigns, showing rapid experimentation at scale.
- Airtel and SBI Securities trust Plotline for contextual, in-app engagement across journeys.
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