Technical Support Team Lead

About the role

Plaud is seeking a Technical Support Team Lead in Singapore to own the quality of technical escalations, drive automation of support SOPs, and act as the bridge between the support team and engineering. You will lead a small team of technical specialists, ensure accurate diagnoses across hardware and software products, and help shape the next‑generation human‑AI interaction platform.

Key responsibilities

• Own technical escalation quality by running calibration and QA sampling on 350‑400 tickets per week and defining sound diagnosis standards for hardware, Plaud App, Web and Desktop.
• Build the SOP‑to‑agent roadmap: ship AI agents from existing SOPs, set build standards, and review the quality of agent outputs.
• Manage the support‑to‑engineering interface: translate scattered escalations into a prioritized, evidence‑backed issue list and keep the loop moving.
• Lead and develop a three‑member technical team through one‑on‑ones, performance reviews, coverage planning and hiring for technical roles.
• Benchmark team performance against industry state‑of‑the‑art, identify gaps in diagnostics and automation, and drive continuous improvement with data.

Required profile

• Minimum 2 years of direct people‑management experience for a technical support team.
• Proven ability to build a working AI support agent from an SOP, demonstrated with a runnable artifact.
• Hands‑on technical credibility across hardware and software to evaluate diagnoses, read logs and interpret firmware or connectivity symptoms.
• Experience owning the support‑to‑engineering interface, synthesising escalations into structured, prioritized issue lists.

Required skills

• AI workflow construction and AI agent development.
• Log analysis and hardware diagnostics.
• SOP creation and automation.
• Software troubleshooting for web, desktop and mobile applications.

What we offer

• Employee Stock Ownership Plan (ESOP) providing real equity stake.
• Fast‑moving, product‑driven environment where ideas directly shape AI productivity tools.
• Access to cutting‑edge AI systems such as Gemini and Claude Code.
• Top‑spec laptops, high‑performance workstations and Plaud devices.
• Annual offsites, team events and a culture valuing craftsmanship and velocity.
• Comprehensive medical insurance and WICA coverage for full‑time employees.