Job Description
Ovii's Interpretation of the Role
As a Technical Support Engineer at Plotline, you’ll own the full lifecycle of AI‑powered SaaS issue resolution, turning complex technical problems into clear, actionable guidance. You’ll design scalable support processes, build knowledge resources, and partner directly with founders to elevate the customer experience.
Role Snapshot
- End‑to‑end customer issue ownership
- AI‑driven SaaS troubleshooting
- Support process design & scaling
- Cross‑functional stakeholder collaboration
- Knowledge‑base creation
- Startup‑speed execution
Must-Have Requirements
- Customer support tools (Zendesk/Freshdesk or similar)
- API troubleshooting / log analysis
- HTML/CSS/JavaScript basics
- technical support
- B2B SaaS or AI/ML product support
Work Setup
- Location: Bengaluru, India
- Work mode: ONSITE
- Employment type: Full-Time
Application Requirements
- Portfolio required
Not Specified in JD
- Salary range
- Visa sponsorship
- Remote eligibility
- Education requirement
- Certifications
- Travel
- Security clearance
- Shift
- Notice period
What You'll Likely Work On
- Triage, troubleshoot, and resolve AI‑feature incidents reported by users
- Communicate resolutions, workarounds, and technical explanations to both technical and non‑technical customers
- Create and maintain internal/external knowledge bases, FAQs, and troubleshooting guides
- Collaborate with engineering and product teams on complex escalations and feed feedback into product improvements
- Design onboarding assistance, in‑product guides, tooltips, and other support resources
- Lead improvements to support workflow and reduce response and resolution times
- Establish scalable support processes and knowledge assets to boost customer satisfaction
Good Fit If You Have
- Passion for AI/ML product support and customer success
- Ability to work independently in a fast‑moving startup environment
- Strong written communication for diverse technical audiences
- Strategic mindset for building scalable support frameworks
Skills
- Customer support tools (Zendesk, Freshdesk or similar)
- API and log diagnostics
- Web basics (HTML, CSS, JavaScript)
- B2B SaaS & AI/ML product knowledge
- Documentation & knowledge‑base authoring
- Support workflow optimization
- Scalable support framework development
- Empathy‑driven user advocacy