Plain

Support Engineer (SF)

San Francisco office

Sponsorship not specifiedDetected 102 days ago

SQLRESTCustomer SuccessCustomer SupportCommunication

About the role

You'll be joining a small, lean, and mighty CX team distributed across SF and the EU.
Many of our customers are technical, so you'll regularly move between APIs, webhooks, SDKs, logs, and architecture discussions and then translate that complexity into clear, confident guidance for customers.

Be "customer zero" for the product: Represent the voice of real support teams. What works, what doesn't, and what's missing?
Drive issues end-to-end: investigate, debug, coordinate with engineering, and follow through until resolution.
Own clean, visible handover between EU and US timezones so nothing drops on the floor.
Proactively flag risk early (backlogs building, customer frustration, L2 pressure, product bugs).
Help define and evolve how we do support: ownership models, handover norms, escalation standards, documentation, and tooling.
Partner closely with Product, Customer Success, and Engineering as a sounding board when scoping and designing features.
Have experience as a Support Engineer in an early-stage or scaling B2B SaaS company.
Take initiative by default - you don't wait to be told what to own. You ask questions, you're curious, and you're constantly looking for opportunities to optimize your own work.
Have strong opinions about support products and practices, and enjoy improving them.

Thrive in ambiguity and love to solve problems - the power of Plain is the ability to extend it.
Need well-defined processes before you can operate confidently.
Are technically strong: you can read logs, write SQL, understand APIs, webhooks, and how systems work under the hood.

Be the primary owner of the support queue during SF hours, ensuring customers get timely, thoughtful responses, even when the answer isn't immediately clear.

This listing is sourced directly from Plain's careers page and normalized into a canonical job model.