Technical Support Team Lead - Singapore

The role

You will lead a three-person technical support team and own technical escalation quality across hardware and software. You will build AI agents from SOPs and manage the interface between customer support and engineering.

What you will do

• Run calibration and QA sampling for 350–400 tickets per week.
• Define diagnostic standards for hardware, App, Web, and Desktop App.
• Ship AI agents from existing Tech SOPs.
• Convert escalations into a prioritized issue list for Engineering and QA.
• Lead and develop the three-IC Tech Team through one-on-ones and performance calibration.
• Manage coverage planning across time zones and holidays.
• Own the hiring loop for technical roles including designing the AI-build trial.
• Benchmark technical support quality and automation output against industry standards.

Required qualifications

• Minimum 2 years of direct people-management of a technical support team.
• Demonstrated AI builder evidenced at interview by a runnable artifact, an AI workflow, and a reusable structured file.
• Hands-on technical credibility to review diagnoses, read logs, and interpret firmware/connectivity symptoms.
• Ability to synthesize escalations into a structured, prioritized issue list.

Benefits

• Employee Stock Ownership Plan (ESOP)
• Access to Gemini, Claude Code, and other frontier AI systems
• Choice of top-spec laptops, high-performance workstation setups, and Plaud devices
• Annual company offsites and team events
• Medical insurance
• WICA coverage for all full-time employees

About the company

Plaud is a Delaware-incorporated, San Francisco-based company building an AI interface for professionals. It has over 3,000,000 users worldwide.