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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 real customer relationships. Some of the world’s most forward-thinking companies — including Cursor, Ashby, Vercel, and Granola — use Plain to unify customer interactions, collaborate faster, and supercharge their workflows with AI. We’re a small, tight-knit team with offices in San Francisco and London, and teammates across Europe. This role is remote EU-based, with the option to work from our London office up to 3 days a week.
Job Responsibility:
Own support during EU hours
Be the primary owner of the support queue
Drive issues end-to-end: investigate, debug, coordinate with engineering, and follow through until resolution
Think creatively to help a customer achieve their use case
Make clear calls on when to escalate
Own clean, visible handover between EU and US timezones
Proactively flag risk early
Provide high-signal updates
Help define and evolve how we do support
Improve our Help Center and self-serve experience
Spot patterns in customer issues and turn them into clear feedback, proposals, and product requirements
Partner closely with Product and Engineering as a sounding board
Represent the voice of real support teams
Support customer-focused engineering work
Requirements:
Experience as a Support Engineer in an early-stage or scaling B2B SaaS company
Technically strong: can read logs, write SQL, understand APIs, webhooks, and how systems work under the hood
Take initiative by default
Communicate clearly and proactively
Have strong opinions about support products and practices
Are commercially minded and understand customer context
Thrive in ambiguity and love to solve problems
What we offer:
Competitive salary, and a generous option grant on employee-friendly terms
Two global offsites per year in great locations, plus team-based offsites throughout the year
35 days annual leave - including public holidays - to take as you wish
4 extra days off a year
Private Health Insurance: 100% employee coverage, dental and vision, access to out-of-network care, life insurance
$100 Monthly Wellness Credit
$1000 WFH stipend
Retirement Planning: UK and Ireland: Employer matching up to 5%. USA: Contribute to your 401k pre-tax, with no employer match