Technical Support Engineer

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’re seeking a skilled and customer-centric Technical Support Engineer to join our team in this exciting 0-to-1 phase of growth. You will be integral to building a global SaaS product from India, working closely with both customers and the internal team to ensure the highest standards of technical support and customer satisfaction.

Outcomes expected

Provide top-tier technical support to customers, resolving issues swiftly and thoroughly.
Maintain and improve response times and resolution rates to ensure customer satisfaction.
Document and create a knowledge base of common issues and troubleshooting guides.
Collaborate with the product and engineering teams to communicate user feedback and contribute to ongoing product improvements.

Responsibilities

Serve as the primary technical contact for customers, addressing inquiries and resolving technical issues efficiently.
Diagnose, troubleshoot, and resolve customer-reported issues with prompt escalation as necessary.
Guide customers through the setup, configuration, and optimization of Plotline’s solutions to ensure successful implementation and usage.
Track, analyze, and report on support metrics (e.g., response times, resolution times) to continually improve service quality.
Document and share knowledge within the team, creating and maintaining an accessible repository of resources for common issues and resolutions.
Act as a bridge between customers and product teams, providing feedback and insights to improve Plotline’s offerings.
Conduct root cause analysis for recurring issues, working with cross-functional teams to implement long-term solutions.

Requirements and background

Proven ability to own customer technical issues from start to finish with a proactive, results-oriented approach.
Strong analytical and problem-solving skills, with a knack for troubleshooting complex issues.
2+ years of experience in a technical support or similar role.
Familiarity with APIs, SDKs, and debugging tools; experience with mobile or SaaS products is a plus.
Excellent communication skills with an ability to simplify complex technical concepts for a diverse customer base.
Customer-focused attitude, with a drive to enhance customer satisfaction and loyalty.

What we offer

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, we’d love to meet you and tell you more.