Product Support Engineer

The future of B2B customer collaboration is moving from email to new-age platforms like Slack, Teams, Discord, Telegram, and more. We've seen companies 4x their sales cycles and increase NRR by 50% when collaborating…

Location: San Francisco, CA
Company size: 10–100
Posted: 2w ago
Via: Yc

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Product Support Engineer · Pylon

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Job title: Product Support Engineer
Job location: San Francisco
Job listing URL: https://www.ycombinator.com/companies/pylon-2/jobs/Vv1Yzit-product-support-engineer
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](http://Incident.io) run their support and customer success workflows with Pylon. You'll also find us on the [Enterprise Tech 30 List](https://www.enterprisetech30.com/). ## 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](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!

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