Product Support Engineer

At Pylon, We'Re Building The Future Of B2b Post Sales.

We’re building the all-in-one B2B post-sales support platform powered by conversational data and layered with intelligence to help our customers run their operations in real-time. We’re backed by YCombinator, General Catalyst, and a16z. Pylon is a tool that thousands of users spend most of their day in.

Currently, 780+ companies including Linear, Cognition (makers of Devin), Modal Labs, and Incident.io use us everyday to run their support and customer success workflows. Also, we recently made this year's Enterprise Tech 30 List.

Our product has a very large problem space so there’s a ton of stuff to build and take ownership of - we’d be excited to get your help as we're hiring several extremely talented software engineers across the stack.

About The Role

This is unique opportunity to work on standing up the support function at a customer support company!

You'll be dogfooding the support product everyday and you'll be turned to for more than just delivering great support. The team will look to you for product feedback, roadmap ideas, and process recommendations.

What you'll do

• Answer customer questions about the product, spanning a wide range of topics
• Write and update knowledge base content including troubleshooting guides, feature explainers, and more.
• Dogfood Pylon's suite of support products, give feedback, and influence roadmap
• Work closely with product and engineering to fix bugs and troubleshoot issues
• Help develop a scalable support process
• Tinker with new processes, new features, and ✨AI
• Located in (or will relocate to) San Francisco and excited about working in-person
• Comfortable regularly interacting with customers over chat and video
• An interest in tinkering with the product
• 1-8 years of experience
• NOTE: Technical background and appetite is not required, but a big plus.

Requirements

Benefits

• 401k

• Unlimited Pto

• Medical, Vision, Dental insurance
• Food in the office
• Fun team offsites and events
• Traction: Have hundreds of paying customers and are growing fast

More About Pylon

• Funding: In addition to investment from Y Combinator and General Catalyst, a16z we just announced our Series B ($51M total raised)
• Founders: Advith Chelikani, Robert Eng, and Marty Kausas
• Team: Currently 55+ with a team of 4 Product Support Engineers and growing!