Support Engineer I

About Plotline

Plotline is a mobile adoption platform that helps product and marketing teams across various industries to seamlessly integrate onboarding guides, stories, videos and other interactive elements into their app. We directly impact metrics like feature adoption, activation and retention.

Some of our customers today include Dream11, CoinDCX, BharatPe, Upstox and more.

With an infrastructure handling over 5 billion API calls per month, and reaching over 150 million users, Plotline operates on a scale equivalent to 50+ large B2C companies combined.

Overview

We are seeking a talented Support Engineer to join our team. In this role, you will troubleshoot issues, ensure seamless platform performance, and collaborate with internal teams to resolve complex problems. Strong communication, problem-solving skills, and technical expertise are essential.

Outcomes expected

• Manage relationships with key accounts. Ensure high levels of customer satisfaction through timely and accurate support.
• Quickly and effectively troubleshoot and resolve technical problems for customers. Own and resolve issues of customers.
• Work with founders to drive further optimisation of metrics, consistently working on improvements in quality, conversion, and process adherence.

As a Support Engineer, you will play a crucial role in resolving technical issues for customers, providing guidance on product usage, and ensuring system reliability. You will collaborate with other teams to improve products, create documentation, and deliver exceptional customer service to enhance user satisfaction and product functionality.

• Troubleshoot and Resolve Issues: Handle customer inquiries by diagnosing and resolving technical issues related to the SaaS product.
• Customer Interaction: Provide professional and clear communication to B2B clients via email, chat, and calls to ensure swift issue resolution.
• Incident Management: Escalate complex issues to the relevant internal teams, ensuring they are tracked and resolved in a timely manner.
• Technical Documentation: Create and maintain documentation for internal and customer use, including FAQs, troubleshooting guides, and knowledge base articles.
• Product Support: Work closely with engineering, product, and customer success teams to provide insights into recurring issues and recommend product improvements.
• Customer Feedback: Gather and relay feedback from customers to influence product updates and feature requests.
• System Monitoring: Proactively monitor SaaS systems to detect and resolve issues before they impact customers.
• Training & Onboarding: Assist in the onboarding and training of new customers on the SaaS platform to ensure smooth adoption.
• Continuous Learning: Stay updated on new features and product updates to provide accurate support and guidance.

• 1-3 years in a technical support or related role, preferably within SaaS or B2B environments.
• Basic understanding of programming languages such as Python, Java, or SQL for debugging and script-writing.
• Experience working with ticketing systems (e.g., Jira), CRM tools, and monitoring platforms.
• Strong written and verbal communication skills.
• Analytical mindset to diagnose and resolve complex technical issues.
• Ability to manage multiple clients and resolve issues efficiently while maintaining customer satisfaction.

• A chance to be a part of a rapidly growing company in the exciting mobile app space.
• A dynamic and creative work environment with a diverse and passionate team.
• Competitive salary and benefits.

If our mission speaks to you, and you enjoy ownership, camaraderie and chaos of an early-stage start-up, wed love to meet you and tell you more.