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Product Support Engineer

Pylon· Support
Apply on company site
San Francisco$100k - $150k + equityFull-timePosted 11mo ago

About the role

Role focused on standing up the support function at a customer support company. You’ll dogfood the product, provide product feedback, influence roadmap, and collaborate with product and engineering to fix bugs and develop scalable support processes.

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

Qualifications

  • 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

Skills

Required:Customer supportProduct tinkering / experimentation

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
Last updated Jul 23, 2026. Interested? Apply on the company site.
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About Pylon

The only customer support platform built for B2B.

Pylon is the modern alternative to Zendesk, Intercom, Freshdesk, and Salesforce Service Cloud. We help B2B companies track customer support issues across common B2B channels including shared Slack channels (Slack Connect), Microsoft Teams, email, in-app chat, ticket forms, Slack community, and more. Hundreds of fast-growing YC companies of all sizes like Vellum, Hightouch, and Deel are customers. Learn more at usepylon.com

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