About the role
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. We’re looking for a Senior Platform Engineer to join our team and own the evolution of our infrastructure and tooling to make Plain scale with our customers and dramatically accelerate product teams. What you’ll do You’ll help define and execute the future of our platform architecture, working closely with other engineers to ensure Plain remains fast, reliable, and secure as we scale. You will: Lead key infrastructure initiatives. This includes projects like building support for multi-region deployments, overhauling our pre-production and test environments, and tackling performance across the stack. Make the whole team faster. Your job is to build infrastructure that empowers other engineers - not just maintain what’s there. You’ll be improving deployment speed, reducing test flakiness, and enabling faster iteration across the board. Shape our platform direction. You’ll define how we evolve our use of AWS, set patterns and practices for managing infrastructure-as-code, and help us balance technical ambition with pragmatic delivery. Solve problems that matter. You won’t be chasing theoretical scale. You’ll be making high-leverage, business-impactful decisions that help us deliver value to customers faster and more safely. Our stack Our entire system is currently hosted on AWS. We use SST to define all of our infrastructure as code. Every engineer works in their own AWS account, and every pull request deploys a fresh copy of our entire infrastructure, against which integration and end-to-end tests are run. Plain is a complex, event based serverless system. In practice, this means 100+ Lambdas, RDS, DynamoDB, EventBridge, SQS, and a few other smaller components. Some of the problems you’ll work on There’s a lot to like about our infrastructure and development process, but as our codebase and team grow, we’re starting to encounter pain points caused by our infrastructure. These issues are making it harder to move quickly and scale
