What are the responsibilities and job description for the Product Support Engineer position at Pylon Labs, Inc.?
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
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