Support Engineer

Support Engineer for Kilo

About Kilo

We're building the fastest-evolving open-source AI coding agent to make programming accessible to billions. The numbers: #1 AI coding tool on OpenRouter, 1.5M+ Kilo Coders, 25T+ tokens processed, and #1 Product of the Month on Product Hunt (Open Source). We've hit the front page of Hacker News multiple times. But we're just getting started.

Kilo Code is more than just another coding tool. We're creating a superset of the best features from existing AI coding agents, combined with our own innovations, all built with community feedback at the core.

The role

We're growing fast — our open-source community and paying customers are both scaling quickly. We're looking for a US-timezone support engineer to join our existing support team, help keep customers happy, and build the automations and tooling that will let us scale without drowning in tickets.

The split: ~80% Pylon tickets, ~20% community (Discord, Reddit). Current volume is around 90 tickets/week and growing. You'll report to our Head of Customer Experience and work closely with engineering and product — surfacing patterns and customer pain points is a core part of this job, not a side task.

This is an IC role. You'll collaborate directly with your teammate on the same queue, sharing coverage and capacity. We're hiring someone who loves clearing queues, hates doing the same thing twice, and builds macros and automations to make sure they don't have to.Y

You are

• Someone who clears tickets efficiently and treats each one as a signal for what to fix or automate next

• Energized by making customers feel heard, knowing that reaching out to support was probably their last resort

• The kind of person who writes a template the second time you see an issue — and automates it the third time

• Comfortable making judgment calls: refund or not, escalate or resolve, spend an hour reproducing or send a helpful link

• Happy moving between async tickets, community conversations, and occasional calls with enterprise customers

• Comfortable working with developer tools. We use Kilo to build Kilo, so you’ll need to feel comfortable making PRs to our markdown-based handbook on GitHub

What you'll bring

• Systems thinking: You don't just close tickets — you make sure we close them faster next time

• Customer focus: You're skilled at understanding user frustration and responding with clarity and care

• Clear writing: Fast, calm, human communication in English — no scripts, no fluff

• Good judgment: You know when to dig deep and when to move on

• Collaboration: You'll work tightly with engineering and product. Surfacing customer pain points clearly — with data — is part of the job

Week 1

• Keep the queue in check while finding at least two new templates to create

• Identify a gap in our documentation and submit a PR to fix it

• Tune up our Pylon implementation so we can report trends to the rest of the company

Month 1

• Eliminate an entire category of tickets through docs, product changes, and/or automation

• Develop clear, data-backed opinions on the most painful product rough edges

Month 3

• Know the support queue inside and out — if there are metrics, you track them

• If something can be automated, it is. If it can't, you've raised it with the right people and we've made a decision together

• Track community and support trends. Spot patterns before they become problems

The work setup

• Remote, US timezones. We ship together every 2-3 months (hackathon energy, not conference rooms). We also have an office in SF.

• You'll answer questions from developers with strong opinions about our product

• The product changes weekly. Your Monday template may be outdated by Friday.

• We thank people publicly, give feedback directly, and own our mistakes

Nice to have

• Experience supporting developer or AI tools, especially open-source or open-core products

• You've used Kilo or similar AI coding tools yourself

• Strong opinions on Pylon, HubSpot, Slack, Discord, Reddit — or war stories about them going wrong

• You've built automations or workflows that saved hours of manual work

• Coding ability: not required, but helpful for building integrations or understanding technical issues faster

This role isn't for you if

• You prefer following established processes rather than figuring things out as you go

• You think empathy and efficiency are in tension (we think they reinforce each other)

• You want the playbook handed to you, as opposed to writing it as you go