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 a16z, BCV, General Catalyst, Y Combinator.

Currently more than 1000 companies including Linear, Cognition (makers of Devin), Modal Labs, and Incident.io use us everyday to run their support and customer success workflows. You'll also find us on this year's 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.

Benefits

• Medical, Vision, Dental insurance

• 401K

• Unlimited PTO

• Food in the office

• Fun team offsites and events

• Fitness Stipend $

More about Pylon

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

• Founders: Advith Chelikani, Robert Eng, and Marty Kausas

• Team: Currently 60+ with a team of 5 Product Support Engineers and growing!