SF-Based Support Engineer — Own Customer Zero & End-to-End

Plain; San Francisco (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Plain is redefining customer support for the next generation of B2B companies. The Support Engineer role is based in our San Francisco office with a 3+ day in-person expectation, serving as the clear owner of SF hours and a key member of a growing CX team.

You’ll work with Product and Engineering, move between APIs, logs, and SDKs, and translate complexity into confident guidance for customers. You’ll shape how support operates as we scale and impact customer outcomes.

Qualifications

• Experience as a Support Engineer in a B2B SaaS company, ideally early-stage or scaling.

Responsibilities

• Be the primary owner of the support queue during SF hours.
• Represent the voice of real support teams to Product and Engineering.
• Drive issues end-to-end: investigate, debug, coordinate with engineering, and follow through to resolution.
• Own clean handover between EU and US timezones to ensure nothing drops.
• Proactively flag risk and optimize support processes and documentation.

Skills

APIs

SQL

Logs

Communication

Job description

Plain is redefining customer support for the next generation of B2B companies. The Support Engineer role is based in our San Francisco office with a 3+ day in-person expectation, serving as the clear owner of SF hours and a key member of a growing CX team.

You’ll work with Product and Engineering, move between APIs, logs, and SDKs, and translate complexity into confident guidance for customers. You’ll shape how support operates as we scale and impact customer outcomes.