Product Support Engineer

Pylon Labs; San Francisco (CA); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k)

Commuter benefits

Parental leave

Unlimited PTO

Annual offsite

Office meals

Fitness stipend

Job summary

Pylon is building the first dedicated support function for a customer support company in San Francisco. You’ll be on the ground floor, directly shaping how we answer questions, create knowledge content, and refine processes across the product suite.

You’ll regularly interact with customers via chat and video, contribute product feedback, and collaborate with product and engineering to fix issues. This role is in-person in SF.

Qualifications

• Located in San Francisco or willing to relocate.
• Willing to work in-person regularly.
• Comfortable interacting with customers via chat and video.
• 1–8 years of experience.
• Interest in tinkering with the product.

Responsibilities

• Answer customer questions about the product.
• Write and update knowledge base content including troubleshooting guides and explainers.
• Dogfood Pylon's suite of support products, give feedback, 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.

Skills

Customer interaction

Communication

Product feedback

Team collaboration

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

Team:

Currently 90+ and growing!