Technical Support Team Lead - Singapore

About the role

Plaud, a San Francisco-based company building an AI interface for professionals, is hiring a Technical Support Team Lead in Singapore. The role owns the quality of technical escalations across a 350-400 tickets per week line, builds the path from SOPs to AI agents, manages the interface between support and engineering, and leads and develops a three-person technical support team.

Key responsibilities

• Run calibration and QA sampling across the ticket volume, define what a sound diagnosis looks like across hardware devices, the Plaud App, Web and Desktop App, and hold the team to that standard.
• Build the SOP-to-agent roadmap: ship AI agents from existing tech SOPs, set the build bar, document and automate the next steps, and review the quality of what individual contributors ship.
• Convert scattered escalations into a prioritised, evidence-backed issue list, run the standing channel with Engineering and QA, and keep issues moving, including escalating upward.
• Lead and develop the three-person technical support team: one-on-ones, capability assessments, development plans, performance calibration, coverage planning across time zones and holidays, and own the hiring loop for technical roles including the AI-build trial.
• Benchmark the team's quality and automation output against industry best practice, identify gaps in diagnostics, SOP coverage and agent performance, and drive continuous improvement with data.

Required profile

• At least 2 years of direct people management of a technical support team, including headcount ownership, one-on-ones, performance conversations and hiring; mentoring peers or leading a project alone does not qualify.
• Demonstrated ability to build a working support agent from an SOP, shown at interview with a runnable artifact, an active AI workflow and a reusable skill or prompt file.
• Hands-on technical credibility across hardware and software, able to read logs, interpret firmware and connectivity symptoms and find root cause.
• Ability to synthesise scattered escalations into a structured issue list and escalate upward when needed.

What we offer

• An employee stock ownership plan (ESOP).
• Access to AI tools such as Gemini and Claude Code, and top-spec laptops and workstations.
• Annual offsites, team events and medical insurance and WICA coverage for full-time employees.