Support Engineer

Plain; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An innovative company is seeking a Support Engineer to redefine customer support for B2B companies. In this dynamic role, you will engage with clients to ensure they successfully adopt the platform, managing onboarding and support while collaborating closely with the engineering team. This position is perfect for those with a technical background who enjoy customer interactions and thrive in a fast-paced startup environment. If you are passionate about leveraging AI to enhance customer success and have a knack for clear communication, this opportunity is for you.

Qualifications

• 2-3 years of engineering experience in a startup or consulting environment.
• Experience in a support or success role at a technical company.

Responsibilities

• Own customer onboarding, including setting up workspaces and supporting API integrations.
• Lead customer migrations from competitors to Plain.

Skills

APIs

SDKs

Data Integrations

Customer Support

Technical Communication

Education

Bachelor's Degree in Engineering or related field

Tools

Slack

Discord

Job description

Plain is redefining customer support for the next generation of B2B companies. We're building the fastest, most powerful platform to help companies move beyond reactive support and build true customer relationships.

B2B customer support is undergoing a seismic shift. AI is transforming the way companies engage with customers, shifting support from a siloed function to a company-wide effort across Slack, Discord, and in-product experiences. The old way - slow, manual, and disconnected - no longer works.

Some of the world's most forward-thinking companies - like Stytch, Sanity, and Fly.io - trust Plain to unify all customer interactions, enable faster team collaboration, and supercharge their workflows with AI.

We're looking for a Support Engineer to join our team and help us define the next phase of support tooling.

What you'll do

This is a critical role in helping companies adopt Plain and supporting them as they grow with our platform. You'll ensure companies get up and running as quickly as possible and help them unlock the full potential of Plain.

This is a technical, customer-facing role. Externally, you'll work closely with customers to drive adoption and success. Internally, you'll collaborate with our engineering team on user and workspace management, and to identify opportunities to improve product adoption in order to drive ARR growth.

Most of our customers today are technical, meaning you'll need to be comfortable with APIs, SDKs, and data integrations. As we expand our ICP to include less technical teams, you'll need to seamlessly adapt your communication style, switching from deep engineering discussions to clear, step-by-step product guidance as needed.

In this role, you will:

• Own customer onboarding, both pre and post-sales, including setting up and configuring workspaces, supporting API integrations, and building custom demos to close deals.
• Lead customer migrations from competitors to Plain, ensuring a smooth transition.
• Manage Plain's support queue, acting as the first line of technical support and routing issues to the right teammates. While the whole team dogfoods our product, we need someone to steer the ship.
• Support customer-focused engineering work, including workspace management, user administration, trial resets, automated billing monitoring, and more.
• Make AI a core part of our customer success strategy, leveraging it for customer onboarding, automating customer journeys, renewals forecasting, churn prediction.

This is a great fit if you...

• Have 2-3 years of engineering experience in a startup or consulting environment and are looking for a more customer-facing role.
• Or, have spent 2-3 years in a support or success role at a technical company and want to deepen your engineering skillset.
• Are motivated by customer interactions-you thrive on helping users understand our product and get more value from Plain.
• Love hacking together projects-whether it's experimenting with new AI tools, tinkering with our API, or learning by building.
• Are incredibly patient-you'll be working with both technical and non-technical users, and you know how to tailor your communication style for different audiences.

This won't be the right role if you...

• Prefer to spend most of your day coding rather than talking to customers-this is a primarily external-facing role.
• Want to focus solely on product or feature development. While this role is technical, it's not centered on building core product features.
• Are uncomfortable with ambiguity. We're an early-stage company with strong traction, but we're constantly iterating, learning, and adapting as we grow.
• Are looking for a management role. Right now, we're seeking someone who wants to be a hands-on individual contributor.
• Expect the perks of a big company. We offer competitive benefits for a Series A startup, but this role is different from working at an established tech giant.

Note: We are an equal-opportunity employer. At this time, we can only support hiring within London for this role.