Product Support Engineer

Pylon; San Francisco (CA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Fully covered medical, dental, and vision insurance

401(k) retirement plan

Commuter benefits

Parental leave

14 company holidays + unlimited PTO

Annual offsite

Lunch, dinner, and snacks at the office

Fitness stipend

Job summary

A leading B2B post-sales support company in San Francisco seeks a motivated individual to enhance their customer support function. This role involves answering customer queries, contributing to knowledge base content, and providing essential feedback on product functionalities. The ideal candidate should be comfortable with in-person interactions, possess 1-8 years of relevant experience, and have a technical inclination. This position offers a great opportunity to influence product development in a dynamic environment.

Qualifications

• Located in or willing to relocate to San Francisco and excited about in-person work.
• 1-8 years of experience in customer support or related field.
• Ability to interact comfortably with customers over chat and video.

Responsibilities

• Answer customer questions about the product.
• Write and update knowledge base content.
• Provide feedback on support products and influence roadmap.
• Help develop a scalable support process.
• Help design a scalable support process.
• Experiment with new processes, features, and AI enhancements.

Skills

Customer interaction

Technical aptitude

Content writing

Problem-solving

Technical background

Job description

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 run their support and customer success workflows with Pylon. You'll also find us 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!