Product Support Engineer

Role Summary

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 http://Incident.io run their support and customer success workflows on Pylon. We're also featured on the Enterprise Tech 30 List https://www.enterprisetech30.com/.

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.

Responsibilities

• 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

• 🏥 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 https://www.linkedin.com/in/advith/, Robert Eng https://www.linkedin.com/in/robert-eng/, and Marty Kausas https://www.linkedin.com/in/martykausas
• Team: Currently 90+ and growing!

About the Company

HOW WE HIRE: OUR VALUES

If you're the kind of person who does their best work when the problem is hard and the stakes are real, this is your place. Join us.

Put customers first. Hold yourself and others accountable to overdelivering for the people who depend on us. They're the reason we exist.

Think big. Default to first principles, question industry consensus, and refuse to be incremental. We're rebuilding a $13 trillion market.

Practice craftsmanship. Obsess over the details. Every pixel, every line of code, every candidate interaction matters.

Deliver results. Outcomes over optics. We measure ourselves by what we ship and move, not by activity.