Support Engineer (SF)

Plain
San Francisco
Workplace: HybridFull timeUSD 150,000 - 180,000 annuallyFunction: Product ManagementSkills: ["Communication","Problem-solving","Initiative","Customer empathy","Team collaboration"]

Support Engineer at Plain will own SF-based support during company hours, acting as a primary owner of the support queue, working closely with Product and Engineering, and serving as customer-zero for the product to shape support workflows as Plain scales. The role involves API/webhook/API interactions, debugging, and end-to-end issue ownership across SF and EU teams.

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FursaFursa
Plain
Plain
5 months ago

Support Engineer (SF)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Support Engineer at Plain will own SF-based support during company hours, acting as a primary owner of the support queue, working closely with Product and Engineering, and serving as customer-zero for the product to shape support workflows as Plain scales. The role involves API/webhook/API interactions, debugging, and end-to-end issue ownership across SF and EU teams.
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management

Key Responsibilities

  • •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.
  • •Be the "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, customer frustration, L2 pressure, product bugs).

Pay and Benefits

Salary: USD 150,000 - 180,000 annually
Equity and Bonus:Equity

Key Requirements

  • •Experience as a Support Engineer in an early-stage or scaling B2B SaaS company.
  • •Technically strong: read logs, write SQL, understand APIs and webhooks, and how systems work under the hood.
  • •Ability to take initiative, own outcomes, and communicate clearly under pressure.
  • •Comfortable working with cross-functional teams (Product, Engineering, Customer Success).
  • •Strong problem-solving mindset with a customer-focused orientation.
Experience:SaaSB2B
Skills:CommunicationProblem-solvingInitiativeCustomer empathyTeam collaboration
Tech Stack:APIsWebhooksSDKsSQLLogs

Company Brief

Plain
Plain (Not Just Tickets Ltd) builds an AI-native, API-first collaborative support platform for scaling B2B teams, integrating channels like Slack, Teams, Discord and email to enable real-time customer collaboration and automation.
Industry: Enterprise Software
Company Size: Small (11 to 50 employees)
Growth: Growth Stage Startup
Valuation: USD 50M to 100M
Funding: Series A
Headquarters: London, United Kingdom
Founded: 2020
WebsiteLinkedInGlassdoor