Join Pylon as a Product Support Engineer to enhance customer support processes while collaborating closely with product and engineering teams.
Posted by employer 11 months ago
First seen on Joblaze 1 week ago
Last verified on the company career page 1 day ago
AI in the day-to-day
Dogfood Pylon's suite of support products, give feedback, and influence roadmap.
Requirements
- Experience
- 1–8 years
Not disclosed in this posting: compensation, visa sponsorship.
Benefits
Joblaze summary
In this role, the Product Support Engineer at Pylon engages directly with customers to address inquiries and enhance their experience with the support platform. The position requires a blend of technical skills and a proactive approach to product feedback, as the engineer will collaborate with product and engineering teams to troubleshoot issues and refine processes. Ideal candidates will have 1-8 years of experience, a technical background, and a passion for improving customer support systems. Pylon, a rapidly growing company backed by notable investors, emphasizes innovation and collaboration within its expanding team.
Joblaze insights
- Listed 9 days ago on Joblaze — tracked directly from Pylon's career page.
- Pylon has 20 other open roles including Financial Controller, Head of Solutions, Software Engineer, AI.
Quick facts
- Is the Product Support Engineer role remote?
- No — this is an on-site role in San Francisco.
- How much experience is required?
- 1–8 years of relevant experience for this Product Support Engineer role.
- Where is the role based?
- Pylon is hiring for this position in San Francisco.
- What seniority level is this role?
- Pylon targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Product Support Engineer role at Pylon.
From the original posting
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
Team: Currently 90+ and growing!