Support Engineer (SF)

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