Support Engineer

Plotline powers in-app experiences for 300M+ users across some of the most demanding consumer apps — fintech, gaming, super-apps. When something doesn't work as expected, you're the person who figures out why. Not by reading a FAQ, but by querying databases, reading SDK logs, tracing event pipelines, and sometimes diving into the codebase to find the root cause.

This isn't a traditional support role with scripted responses. You'll debug real production issues — a campaign not showing for a specific user segment, events not flowing through the pipeline, SDK initialization failures on specific Android OEM devices, webhook payloads not matching expectations. You'll work across MongoDB, ClickHouse, ScyllaDB, and the Plotline SDK across multiple platforms to solve problems that actually require engineering thinking.

What You'll Do

• Debug across the full stack — Trace issues from the mobile SDK through event pipelines (Kafka), into databases (MongoDB, ClickHouse, ScyllaDB), and back to campaign delivery logic. A typical debugging session might involve querying user attributes in ScyllaDB, checking campaign trigger history, verifying event data in ClickHouse, and inspecting campaign configuration in MongoDB.
• Own customer issues end-to-end — From the moment a ticket comes in to the moment it's resolved. You won't just triage and pass — you'll investigate, diagnose, and either fix or provide the engineering team with a precise root cause analysis.
• Support enterprise customers directly — Communicate with engineering and product teams at companies like Dream11, CoinDCX, and Zepto on shared Slack channels. Translate complex technical findings into clear, actionable explanations.
• Write code when needed — Build internal debugging tools, write scripts to automate common investigations, contribute fixes to the product when the root cause is clear and the fix is scoped.
• Build the knowledge base — Document debugging patterns, common issues, and troubleshooting workflows. Turn recurring problems into runbooks that make the entire team faster.
• Surface patterns to Product and Engineering — If you see the same issue three times, it's a product problem. Flag recurring issues, propose fixes, and help prioritize what gets built next.

What a Typical Week Looks Like

• Investigate why a tooltip campaign is not appearing for users in a specific cohort — trace through audience filters, trigger conditions, impression limits, and SDK version compatibility.
• Query ClickHouse to verify event data for a customer reporting analytics discrepancies between Plotline and their internal dashboards.
• Debug a push notification delivery failure on Android — check Firebase credentials, notification channel configuration, and SDK initialization order.
• Help a customer's engineering team resolve a widget not rendering due to a race condition between SDK initialization and user attribute setting.
• Write a script to bulk-check campaign configurations across a customer's account when they report inconsistent behavior.

What We're Looking For

• 1-3 years of experience in software engineering, technical support engineering, or a QA/debugging-heavy role.
• Strong debugging instincts — you enjoy working backwards from symptoms to root causes. You're the person who asks "but why?" until you hit the actual problem.
• Comfortable writing SQL queries — you'll query ClickHouse and MongoDB daily. You don't need to be an expert, but you should know your way around JOINs, aggregations, and filters.
• Familiarity with at least one programming language (Python, JavaScript, Go, Kotlin, Swift) — enough to read code, write scripts, and understand SDK behavior.
• Experience with or interest in mobile app development — understanding how Android/iOS apps work, how SDKs are integrated, and how events flow from app to backend.
• Clear communicator who can explain technical root causes to both engineers and non-technical stakeholders.

Bonus Points

• Experience with distributed databases (MongoDB, ClickHouse, ScyllaDB/Cassandra) or event streaming (Kafka).
• Experience with mobile SDK debugging — Charles Proxy, Logcat, Xcode console, network traffic inspection.
• Background in SaaS support engineering where you worked directly with enterprise customers.
• You've built internal tools or automation to speed up debugging workflows.

Why This Role Is Special

• You'll become deeply technical, fast. In six months, you'll understand distributed systems, mobile SDKs, event pipelines, and production debugging at a level most engineers take years to reach.
• You'll work with real-scale systems — our SDK processes billions of events. The issues you debug are genuinely interesting, not password resets.
• Direct line to the engineering team — when you find a bug, you'll often be the one proposing the fix. This role is a launchpad into product engineering, solutions engineering, or developer experience.
• You'll interact with the best product and growth teams in the industry, building relationships that compound over your career.

What We Offer

• Front-row seat at a high-growth startup building a global SaaS product from India.
• Work with a small, high-output team where your work has outsized impact.
• Competitive salary, equity, and benefits.