Plain
Support Engineer (SF)
San Francisco office (Remote)$150k–$180kfulltimemidAdded 1 month ago
About this role
Plain is seeking a Support Engineer in San Francisco to enhance customer support for their innovative B2B platform. This role emphasizes proactive communication and technical expertise while directly influencing support operations and product development.
What you'll do
- Manage the support queue during SF hours with timely responses
- Serve as 'customer zero' for product feedback and improvement
- Investigate and resolve issues while coordinating with engineering
- Maintain handover processes between US and EU teams
- Flag potential risks and customer frustrations proactively
- Enhance the Help Center for better self-service experiences
What they're looking for
- Experience in a B2B SaaS environment
- Technical proficiency in reading logs and writing SQL
- Understanding of APIs and webhooks
- Strong initiative and curiosity
- Clear and proactive communication skills
- Knowledge of customer context and sentiment
- Problem-solving in ambiguous situations
Benefits
- Collaborative team environment
- Work closely with product and engineering
- Opportunity to shape support operations
- In-office work with a flexible team culture
- Early mornings supported with coffee and music
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Plain
Plain builds an innovative B2B platform designed to streamline customer support and sales processes. The company is hiring Solutions Engineers and Support Engineers to provide technical expertise, guide customer evaluations, and drive product development through direct customer feedback.
- Website
- plain.com
Likely interview questions
- Tell us about a time you debugged a complex technical issue for a customer involving APIs, logs, or system architecture. How did you approach it and communicate the solution?
- Describe your experience working in support at an early-stage or scaling B2B SaaS company. What was the biggest operational challenge you faced, and how did you help solve it?