Product Support Engineer

At Pylon, we're building the future of B2B Support.

Top support and success teams at companies like Hightouch, Merge, and Sardine use Pylon to manage their customer support across Slack Connect, Microsoft Teams, Email, In-App Chat, Slack Community—all in one place.

A unique opportunity to work on standing up the support function at a customer support company! You'll be dogfooding the 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

• 0-8 years of experience

• NOTE: Technical background and appetite is not required, but a big plus.

Benefits

• Medical, Vision, Dental insurance

• 401K

• Unlimited PTO

• Food in the office

• Fun team offsites and events