Support Engineer • Mid-Level

Who you are

You have a strong technical background and experience in customer support, ideally in a B2B environment. You thrive in roles where you can take ownership and influence the support experience, ensuring customers feel valued and understood. Your ability to communicate complex technical concepts clearly is one of your key strengths, allowing you to bridge the gap between technical teams and customers effectively.

You are comfortable working with APIs, webhooks, and SDKs, and you enjoy diving into technical discussions to help customers navigate challenges. You have a proactive mindset, always looking for ways to improve processes and enhance the customer experience. You are not just a problem solver; you are a relationship builder who understands the importance of customer satisfaction in driving business success.

What you'll do

As a Support Engineer at Plain, you will own the support function during EU hours, acting as a key point of contact for our customers. You will collaborate closely with Product and Engineering teams, providing feedback and insights that will shape the product and support processes as we scale. Your role will involve troubleshooting technical issues, guiding customers through complex scenarios, and ensuring they have the resources they need to succeed.

You will be responsible for translating technical complexities into clear guidance for customers, helping them understand how to leverage our platform effectively. Your work will directly impact customer satisfaction and retention, making your role crucial to the success of Plain. You will also have the opportunity to contribute to the development of support processes and tools, ensuring that we are always improving and adapting to meet customer needs.

What we offer

At Plain, we offer a dynamic work environment where you can make a real impact. You will have the flexibility to work remotely across the EU, with the option to spend up to three days a week in our London office. We value collaboration and encourage our team members to share their ideas and insights. You will be part of a small, tight-knit team that is passionate about redefining customer support and building lasting relationships with our clients. We believe in investing in our employees and providing opportunities for growth and development within the company.