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 "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 building, customer frustration, L2 pressure, product bugs).
Help define and evolve how we do support: ownership models, handover norms, escalation standards, documentation, and tooling.
Improve our Help Center and self-serve experience to reduce repeat questions and scale quality.
Partner closely with Product, Customer Success, and Engineering as a sounding board when scoping and designing features.

Requirements

Have experience as a Support Engineer in an early-stage or scaling B2B SaaS company.
Are technically strong: you can read logs, write SQL, understand APIs, webhooks, and how systems work under the hood.
Take initiative by default — you don't wait to be told what to own. You ask questions, you're curious, and you're constantly looking for opportunities to optimize your own work.
Communicate clearly and proactively, especially when things are messy or high-pressure.
Have strong opinions about support products and practices, and enjoy improving them.
Are commercially minded and understand customer context (Tier, lifecycle stage, sentiment, impact).
Thrive in ambiguity and love to solve problems - the power of Plain is the ability to extend it. You think creatively and love finding different ways to solve a customer's use case.

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQLAPIswebhooksdebugginglog analysis

Soft Skills

initiativecuriosityclear communicationproblem-solvingcustomer-centric mindset