Technical Support Consultant
ABOUT PLAUD AI
PLAUD AI is a pioneering AI-native hardware and software company that turns meetings and conversations into actionable insights with AI devices like PLAUD NOTE and PLAUD NotePin. By recording, transcribing, and summarizing real-life conversations, our solutions boost productivity and save time. Designed for precision and flexibility, whether in meetings or on the go, our products empower you to focus on creative, high-value work while AI handles the details.
We are a growing global team of hardware and software experts seeking advanced AI innovations that integrate with real-life user scenarios. Our newly established headquarters in San Francisco will collaborate with our teams in Shenzhen, Beijing, and Tokyo to extend AI benefits to users globally.
Visit https://www.plaud.ai to learn more.
WHY JOIN US
Join a skyrocketing team where your impact drives success and your career reaches new heights, along with what we have achieved, as shared below.
Global Leadership: Positioned uniquely to lead the future of work by leveraging innovative AI-driven devices and solutions.
Founded in December 2021: Bootstrapped, profitable, and experiencing explosive growth.
10x Revenue Growth: Achieved 10x revenue growth for two consecutive years, reaching a $100 million run rate, with expectations for even greater expansion in 2025.
Proven Product-Market Fit: Over 400,000 devices shipped globally since November 2023, with users engaging for an average of 30 hours per month to enhance productivity.
New Initiatives: Expanding from consumer-focused products to industry-specific solutions and enterprise-level services.
Loved by Professionals: Our products are trusted by professionals in sectors such as healthcare and sales, where conversations drive success.
ABOUT THE ROLE
We're looking for a Senior Technical Support Consultant who can handle escalated hardware/software issues, conduct QA reviews, and guide the Tier 1 outsourced team on technical problem-solving. Candidates with previous team mentoring or leadership experience are preferred.
WHAT YOU WILL DO
Troubleshoot escalated issues including hardware faults, account errors, and AI feature malfunctions
Liaise with product and R&D teams for issue resolution and feedback
Participate in technical QA audits and identify improvement opportunities
Guide outsourced Tier 1 technical team (Philippines) on standard tech cases
Support FAQ, knowledge base, and tool updates for self-help
WHAT YOU WILL BRING
1-5 years in technical/customer support in SaaS or hardware-related industries
Ability to independently diagnose product-related issues
CRM and ticketing system experience (Zendesk preferred)
Prior mentoring or team support experience preferred
Bonus: Fluency in Chinese