AI-Driven Tech Support Lead

plaud; Singapore; On-site; SGD 120,000 - 180,000; Full time

Benefits offered by this job

ESOP

High-impact environment

AI tooling access (Gemini, Claude Code

Top-spec equipment

Team offsites

Medical & insurance

Job summary

Plaud Inc. in Singapore is seeking a seasoned leader to own technical escalation quality and drive AI-enabled support improvements across hardware and Plaud apps. You will define diagnostics standards, build actionable SOPs, and align with Engineering and QA for top-notch customer outcomes.

You will lead a three-person IC tech squad, manage performance, and shape hiring while expanding the team across time zones. This role offers ESOP, high-impact work, and access to frontier AI tools.

Qualifications

• Minimum 2 years of direct people-management of a technical support team.
• Demonstrated ability to construct a runnable AI agent from an SOP with artifacts.
• Hands-on technical credibility across hardware and software to review diagnoses.
• Ability to own the support-to-engineering interface and drive progress.

Responsibilities

• Own calibration and QA across 350–400 tickets per week; define sound diagnoses for hardware, Plaud App, Web, and Desktop App.
• Build the SOP-to-agent roadmap; ship AI agents from existing SOPs and document next steps.
• Own CSC-to-Engineering/QA interface; compile prioritized, evidence-backed issue lists and escalate when needed.
• Lead and develop the three-IC Tech Team; run 1:1s, development plans, and hiring for technical roles including AI-build trial.
• Benchmark tech support quality against industry standards and drive data-driven improvements.

Skills

People management

AI builder

Technical troubleshoot

Cross-functional coordination

Job description

Plaud Inc. in Singapore is seeking a seasoned leader to own technical escalation quality and drive AI-enabled support improvements across hardware and Plaud apps. You will define diagnostics standards, build actionable SOPs, and align with Engineering and QA for top-notch customer outcomes.

You will lead a three-person IC tech squad, manage performance, and shape hiring while expanding the team across time zones. This role offers ESOP, high-impact work, and access to frontier AI tools.