Senior Product Engineer (Backend)

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 true customer relationships.

Some of the world’s most forward-thinking companies - like Cursor, Raycast, and Granola - trust Plain to unify all customer interactions, enable faster team collaboration, and supercharge their workflows with AI.

B2B customer support is undergoing a seismic shift. AI is transforming the way companies engage with customers, shifting support from a siloed function to a company-wide effort across Slack, Discord, and any other channel you talk to customers in. The old way - slow, manual, and disconnected - no longer works.

Engineering at Plain is about much more than moving tickets from left to right - it’s about owning and solving problems end to end, from infrastructure decisions to feature design to button copy.

You will:

• Help set product direction. You’ll contribute to both the technical architecture and the roadmap, balancing customer feedback with long-term product health.

• Ship features end to end. You’ll scope, build, and launch product features that directly solve customer problems. We’re structured into the following teams right now:

  • Core Product: Own all customer-facing channels (Slack, Discord, Email, etc), core data models, and customer requests. You’ll balance moving fast to win customers with investing in strong foundations for the future.

  • Insights: Build the systems that let customers turn support conversations into product direction. This includes reporting infrastructure, AI-driven insights, and the ability to ask and answer questions directly from support data.

  • AI Agents: Push the sharpest edge of AI at Plain. You’ll own our AI agents and primitives, making them a seamless, trusted part of the product - a reason customers choose Plain. From knowledge sources and generated replies to vector databases and observability tooling, you’ll shape the future of AI in customer support.

  • Developer Infra: Build the tools that every engineer at Plain depends on to ship and operate the product. Your focus is on making the team faster, removing roadblocks before they happen, and ensuring everything we build is easy to run, debug, and control in production.

• Shape our backend architecture. You’ll tackle some of our most complex challenges, from data modeling to high-performance reporting, and help set the standard for how we build across the company.

• Create a stellar developer experience. From data pipelines to APIs, you’ll make sure Plain is not only great to use but also great to build on.

• Thrive in early ideation stages, love sharing work-in-progress, and enjoy the balance of making trade-offs in order to ship high impact products.

• Are impact driven and motivated by seeing customers succeed. You measure the quality of your work by the end-experience of users, not the abstractions or cleanliness of the code.

• Have a proven track record working for product-led companies, ideally in B2B SaaS.

• You’re autonomous and able to prioritise your workload. You know when to take a shortcut and when to invest in long-term infrastructure.

• Have experience working with distributed, serverless systems, and have worked on similar web applications with a high quality and performance bar before

• Are equally at home in architectural conversations as you are in customer conversations.

• Can learn new technologies and paradigms quickly and independently.

• Are uncomfortable with ambiguity. We have some really exciting traction but are still at an early stage and are constantly learning and trying new things as our company grows.

• Find learning about new technologies a key motivation for coming to work. We invest in what makes us productive but will prefer the known option to the experimental and novel. Postgres is great.

• Are looking to manage others. We're firmly looking for someone who, for now, wants to be an individual contributor.

• Expect all the perks of a big company. We’re a Series A startup and are competitive in what we offer at our stage, but it’s a different role and opportunity than working at an established tech company.