Product Support Engineer

Pylon

San Francisco, CAJobPosted 1y agoStill listed 2 days ago

San Francisco, CAJobNo compensation foundPosted 1y agoStill listed 2 days ago

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At a glance

Compensation

No compensation found

Location

San Francisco, CA

Work Authorization

Not specified

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Job overview

Pylon is hiring a Product Support Engineer. Pylon is seeking a Product Support Engineer to join their team, focusing on standing up the support function for their agentic support platform. This role involves collaborating with humans and AI agents to investigate, resolve, and act on customer signals. The engineer will provide product feedback, roadmap ideas, and process recommendations, contributing to a system that continuously improves.

Key focus areas include Answer customer questions about the product across various topics, Write and update knowledge base content, including troubleshooting guides and feature explainers, and Dogfood Pylon's suite of support products, provide feedback, and influence the roadmap.

Successful candidates bring 1-8 Years Experience. Important skills include Product Feedback, Roadmap Ideas, Process Recommendations, Customer Interaction, Troubleshooting, and Artificial Intelligence.

Skills & qualifications

RequiredNice to have

Skills

Product FeedbackRoadmap IdeasProcess RecommendationsCustomer InteractionTroubleshootingArtificial IntelligenceTechnical Background

Qualifications

Located in San Francisco1-8 Years of Experience

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Match

Parental Leave

Paid Time Off

Full job description

Pylon is the only agentic support platform, purpose-built for B2B companies. For leaders scaling AI-native support teams, Pylon lets humans and agents collaborate on customer work – investigating, resolving, and acting on every signal across every channel that matters.

Unlike platforms built before the AI era, Pylon enriches every interaction with deep account-level context, automates the low impact customer work, and surfaces answers before your team even has to ask. The result: faster responses, happier customers, and a system that continuously improves itself.

We're backed by a16z, BCV, General Catalyst, and Y Combinator. More than 1,500 companies including Linear, Cognition (makers of Devin), Modal Labs, and Incident.io run their support and customer success workflows on Pylon. We're also featured on the Enterprise Tech 30 List .

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

Requirements

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
Technical background and appetite is a big plus.

Our perks

🏥 Fully covered medical, dental, and vision insurance for employees

🏦 401(k) retirement plan

🚆 Commuter benefits

🌱 Parental leave

🏝️ 14 company holidays + unlimited PTO

🗺️ Annual offsite

🍽 Lunch, dinner, and snacks at the office

🏋️ Fitness stipend

More about Pylon

Funding: Series B led by a16z and BCV ($51M total raised)

Founders: Advith Chelikani , Robert Eng , and Marty Kausas