---
title: 'Technical Support Engineer at Plotline'
canonical: 'https://feeny.ai/job/technical-support-engineer-plotline-bengaluru-9aaymt4y75wj'
type: 'job'
last_seen: '2026-09-09'
---

# Technical Support Engineer at Plotline

- **Company:** Plotline
- **Location:** Bengaluru, India
- **Employment:** full-time
- **Posted:** 2026-08-06
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.ashbyhq.com/plotlineso/f20b5b6c-0792-43ed-adc2-b750fa94f2b2

## Job description

Technical Support Engineer Join our rapidly growing AI startup as a Technical Support Engineer and own the end-to-end customer support experience. This role is for an exceptional support professional who can pair technical troubleshooting skills with a customer-centric mindset, translating complex AI functionality into clear solutions and guidance. You'll work directly with founders to define support processes and deliver high-quality resolutions independently.

Plotline is backed by Elevation Capital and supports customers like Dream11, Upstox, Zepto, and more.

## Why This Role Matters

- Shape the customer support experience for a fast-growing AI platform
- Work directly with founders to define support strategy and processes
- Build support systems that scale with our high-growth trajectory

We're seeking a rare combination of technical problem-solving, hands-on execution, and entrepreneurial drive to elevate our customer support function.

## About This Role

## Key Challenges You'll Solve

- Support Velocity — Resolving technical issues and user queries efficiently and independently
- Customer Experience Gaps — Identifying and addressing customer pain points that impact satisfaction and retention

This is an opportunity to have outsized impact on our product and customers while building expertise in supporting AI-driven products at a scaling startup.

Outcomes Expected

- Q1 Objectives: Lead improvements in our support workflow and reduce response/resolution times
- Year 1 Objectives: Establish scalable support processes and knowledge bases that enable faster issue resolution and measurably improve customer satisfaction

## Responsibilities

Customer Support & Troubleshooting

- Incident Triage: Quickly identify, troubleshoot, and resolve user-reported issues involving AI-powered features
- Customer Communications: Communicate resolutions, workarounds, and technical explanations clearly to both technical and non-technical users
- Documentation: Create and maintain internal and external knowledge bases, FAQs, and troubleshooting guides
- Issue Escalation: Collaborate with engineering and product teams for complex escalations and feedback loops

Product Knowledge & Training

- Proactive Support: Analyze customer feedback and recurring issues to recommend product improvements
- Onboarding Assistance: Guide new customers through onboarding, ensuring smooth adoption and early success
- In-Product Guidance: Design and deliver helpful guides, tooltips, and support resources within the product

## Requirements

Professional Experience

- 2–6 years of technical support experience with demonstrated end-to-end ownership of customer issues
- Proven track record supporting B2B SaaS or AI/ML products with complex user workflows
- Portfolio or record demonstrating support process improvements and customer success contributions

Technical Proficiency

- Support Tools: Advanced skills with customer support systems (e.g., Zendesk, Freshdesk, or similar)
- Troubleshooting: Technical competence to diagnose issues and basic familiarity with APIs, logs, or web tech (HTML/CSS/JS basics)

Core Competencies Support Leadership

- Strategic Vision: Aligns support activities with business objectives and user needs
- Systems Thinking: Develops scalable support frameworks that grow with the product and organization
- Quality Standards: Maintains high service quality while moving quickly in a startup environment

Technical Execution

- Self-Sufficiency: Resolves technical issues independently without requiring extensive external support
- Tool Mastery: Leverages best-in-class support and troubleshooting tools to maximize efficiency and quality
- Cross-Platform Awareness: Ensures consistency across web, mobile, and desktop support experiences

User-Centric Approach

- Empathy: Puts customer needs at the center, ensuring every interaction is helpful and positive
- Usability Focus: Identifies and resolves user experience pain points impacting customer success
- Accessibility Awareness: Supports users across varied backgrounds and technical proficiency levels

Communication & Collaboration

- Stakeholder Management: Communicates effectively with founders and cross-functional teams regarding customer issues and feedback
- Cross-Functional Partnership: Works seamlessly with product and engineering to ensure customer issues are prioritized and resolved
- Customer Advocacy: Champions customer needs and translates feedback into actionable improvements

Startup Agility

- Rapid Iteration: Balances support excellence with speed of execution and continuous learning
- Resource Optimization: Achieves maximum impact with lean resources and creative approaches
- Growth Mindset: Continuously evolves support strategies based on business needs and user feedback

Ready to shape the future of AI product support? If you're passionate about empowering customers and creating exceptional support experiences in a fast-growing AI company, we’d love to hear from you.

## About Plotline

## Company Overview
- **One-liner**: Plotline is an AI-native omnichannel customer engagement platform that lets product and growth teams build and launch in-app experiences and outbound campaigns without engineering dependency.
- **Entity Type**: Private (Seed stage)
- **Headquarters**: Salt Lake City, Utah, United States (with a strong presence in India)
- **Founded**: 2021
- **Founders**: Shubham Jindal and Adarsh Tadimari

## Core Business
- **Primary industry**: Customer engagement / marketing technology (MarTech)
- **Target customers**: B2B – product and growth teams at consumer-facing apps (fintech, edtech, gaming, commerce, health)
- **Mission**: Give product and growth teams the power to engage users inside their apps – without waiting on engineering.

## Products & Services
- **Plotline Platform (AI-Native)**: Unified platform combining product experiences (tooltips, stories, spotlights, games, surveys, scratch cards, streaks) with outbound channels (email, push, WhatsApp, SMS, RCS) and analytics. Key AI features include AI Segmentation (describe audience in plain language), AI Creative Generation (on-brand banners and copy), and AI Campaign Review (pre-launch quality checks). [plotline.so](https://www.plotline.so/)
- **Agentic Customer Engagement**: An AI marketer per user that reads the full user story (events, tickets, chats) and autonomously decides which message, channel, and creative to send – or whether to send anything at all. [plotline.so](https://www.plotline.so/)
- **Experience Library**: Pre-built templates for gamification, videos, stories, tooltips, banners, and more – all no-code and deployable without an app release.

## Market Standing
- **Valuation/Market Cap**: Not publicly available
- **Key Metric**: Total funding of **$2.6M** (Seed round, May 2024). Annual revenue not disclosed. Serves **300M+ end users** and runs **700M+ agents/month**. [tracxn.com](https://tracxn.com/d/companies/plotline/__6Ml-v61IvKB5cOVtoQsbks4dBbKWcYeLQqnZIIyVViw)
- **Notable Investors/Partners**: **Elevation Capital** (lead investor in Seed round). Customers include Dream11, CoinDCX, Zepto, BharatPe, Step Banking, Upstox, Kredivo Group. [plotline.so](https://www.plotline.so/)
- **Growth Signals**: Headcount grew ~32% YoY (22 employees per LinkedIn, 32 per Tracxn as of Jan 2026). Active job postings: 12. Expanding into MENA, SEA, and US markets with dedicated sales roles. [linkedin.com](https://www.linkedin.com/company/plot-line)

## Competitive Advantages
- **AI-Native Architecture**: The entire platform is built around AI agents that handle segmentation, creative generation, and campaign review – not bolted on after the fact.
- **Zero SDK Crashes**: The SDK has never crashed in production, a critical reliability claim for consumer apps. [plotline.so](https://www.plotline.so/about)
- **Unified Product + Outbound**: Replaces multiple point solutions (Braze, MoEngage, CleverTap, etc.) with one platform covering in-app experiences, outbound channels, and analytics.
- **Sub-100ms Latency**: Real-time triggers and agent decisions at low latency, enabling instant user responses.

## Strategic Focus
- **Global Expansion**: Hiring founding account executives for MENA and SEA regions, plus enterprise SDRs for the US market.
- **Product Development**: Deepening AI capabilities (agentic engagement, multi-channel orchestration) and expanding the experience library.
- **Enterprise Adoption**: Winning larger consumer apps and building out customer success and support teams to serve a growing customer base.

## Why Work Here
- **Scale & Impact**: The SDK runs on 300M+ devices; work directly impacts millions of real users every day. [plotline.so](https://www.plotline.so/careers/)
- **Small, High-Output Team**: No bureaucracy – ideas go from concept to production in days. Employees take extreme ownership of their work. [plotline.so](https://www.plotline.so/about)
- **Hard Engineering Problems**: Real-time triggers at sub-100ms latency, SDK performance on millions of devices, no-code UI builders – genuinely challenging work.
- **Culture**: Transparent and direct communication, customer obsession, and a bias for action. Remote/hybrid policy not explicitly stated, but the team spans India and the US, suggesting flexible work arrangements.
- **Open Roles**: Engineering Lead, SDE2 Mobile, SDE2 Frontend, Customer Success Manager, Account Executive, Technical Support Engineer, and more. [plotline.so](https://www.plotline.so/careers/)

## Sources
1. [plotline.so - About page](https://www.plotline.so/about)
2. [plotline.so - Careers page](https://www.plotline.so/careers/)
3. [plotline.so - Homepage](https://www.plotline.so/)
4. [linkedin.com - Plotline company page](https://www.linkedin.com/company/plot-line)
5. [tracxn.com - Plotline profile](https://tracxn.com/d/companies/plotline/__6Ml-v61IvKB5cOVtoQsbks4dBbKWcYeLQqnZIIyVViw)

## Other roles at Plotline

- [Frontend Engineer (SDE-2)](https://feeny.ai/job/frontend-engineer-sde-2-plotline-bengaluru-mtte65smkj0h) — Bengaluru, India
- [Senior Product Designer](https://feeny.ai/job/senior-product-designer-plotline-bengaluru-fm9vphgsvymr) — Bengaluru, India
- [Executive Assistant to the Founder(s)](https://feeny.ai/job/executive-assistant-to-the-founder-s-plotline-bengaluru-scbpy4ns7wdq) — Bengaluru, India
- [Product Manager](https://feeny.ai/job/product-manager-plotline-bengaluru-mjvr1zx4w8d5) — Bengaluru, India
- [Lead Recruiter](https://feeny.ai/job/lead-recruiter-plotline-bengaluru-drh1a45q33zn) — Bengaluru, India
- [Founding SDET](https://feeny.ai/job/founding-sdet-plotline-bengaluru-y26q316zwj3z) — Bengaluru, India
- [Enterprise Account Executive India](https://feeny.ai/job/enterprise-account-executive-india-plotline-bengaluru-tbpehsyejx92) — Bengaluru, India
- [Enterprise SDR - US](https://feeny.ai/job/enterprise-sdr-us-plotline-san-francisco-gvx9sn0hx05x) — San Francisco, CA
- [Key Account Manager - India](https://feeny.ai/job/key-account-manager-india-plotline-bengaluru-rmyvj0kefeqw) — Bengaluru, India
- [Enterprise Customer Success Manager - India and SEA](https://feeny.ai/job/enterprise-customer-success-manager-india-and-sea-plotline-bengaluru-8vq9f24nkswt) — Bengaluru, India