Senior Product Support Engineer

Plivo is a leading technology company transforming customer engagement for some of the world’s largest B2C brands, including Uber, WhatsApp, and Zomato. Our new product - the AI agents platform, automates the entire customer lifecycle—from acquiring, engaging, and supporting customers—through cutting-edge multimodal AI, including LLMs, text-to-speech, and speech detection.

With a 150+ member engineering team based entirely in India, we are building high-impact global products that handle over 1 billion API requests per month. If you are excited about solving hard, real-world AI challenges at scale, this is where you belong. 

About the Role :

A unique hybrid role that leverages both customer empathy and technical creativity. We are looking for a dynamic and technically skilled Product Support Engineer + Developer to join our team. This hybrid role bridges technical support, product debugging, and development, with a strong focus on automating support workflows using AI and modern tools.The ideal candidate is not only customer-obsessed and detail-oriented but also passionate about automation, scripting, AI technologies, and continuously improving internal support systems to enhance customer experience.

• Product Support : Serve as the third line of support for complex issues escalated from tier 1 customers. Investigate and troubleshoot technical issues across APIs, SDKs, dashboards, and customer integrations. Communicate with customers via tickets, calls, or Slack in a timely and professional manner. Collaborate with Engineering and Product teams to reproduce, debug, and escalate product bugs and edge cases. Create and maintain clear internal documentation and resolution workflows for recurring issues.Collaborate with support engineers or QA teams to identify manual workflows that can be automated.
• AI & Automation Development : Design, build, and maintain AI-driven automation for internal support use cases (e.g., ticket classification, DSAT analysis, automate internal ticket workflows). Integrate tools like ChatGPT, Zapier, LangChain or custom LLMs with CRM platforms like Zendesk, Salesforce. Build lightweight internal apps, scripts, or dashboards using Python, Node.js, or low-code tools. Develop custom bots or AI agents to reduce manual work and improve resolution time and accuracy.

• 5 + years of experience in product support, technical support, or developer support roles.
• Proficient in Python or JavaScript/Node.js for scripting and automation tasks.
• Solid understanding of REST APIs, webhooks, and common integration patterns.
• Experience with automation tools like Zapier, Make, or custom APIs.
• Hands-on with platforms like OpenAI, LangChain, or Pinecone is a strong plus.
• Strong debugging and problem-solving skills.
• Excellent written and verbal communication for customer and internal documentation.