About the role

Aplyr's Quick Take

This role is about providing customer support for Pylon's B2B post-sales platform while also contributing to product development and process improvements. You'll be answering customer queries, creating knowledge base content, and collaborating with product and engineering teams. It's an individual contributor role with a focus on both support and product feedback.

Good fit

Ideal candidates have 1-8 years of experience, a technical background, and enjoy engaging with customers. A hands-on, problem-solving attitude and a willingness to experiment with the product will help you thrive here.

Worth noting

The role emphasizes 'dogfooding' the product, meaning you'll use it daily and provide direct feedback, which is a unique aspect for a support position. The company culture promotes a collaborative environment with unlimited PTO and a strong focus on employee well-being.

Pylon is the only agentic support platform, purpose-built for B2B companies.
For leaders scaling AI-native support teams, Pylon lets humans and agents collaborate on customer work – investigating, resolving, and acting on every signal across every channel that matters.

Unlike platforms built before the AI era, Pylon enriches every interaction with deep account-level context, automates the low impact customer work, and surfaces answers before your team even has to ask. The result: faster responses, happier customers, and a system that continuously improves itself.

We're backed by a16z, BCV, General Catalyst, and Y Combinator. More than 1,500 companies including Linear, Cognition (makers of Devin), Modal Labs, and Incident.io run their support and customer success workflows on Pylon. We're also featured 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!

Skills & Tags

ai product

Aplyr's read

Pylon is at the forefront of energy technology, attracting professionals passionate about innovation in energy management and optimization.
Synthesized from recent postings & public sources

What's promising

•Pylon offers cutting-edge solutions in energy management, appealing to tech-savvy professionals.
•The company is expanding rapidly, with numerous roles across various departments.
•Pylon's focus on innovation attracts top talent in the tech and energy sectors.

What to watch

•Limited public information about Pylon's financial stability and market position.
•High growth may lead to challenges in maintaining company culture and employee satisfaction.
•The niche focus on energy technology might limit broader career opportunities.

Why Pylon

•Pylon specializes in energy optimization, setting it apart from general tech companies.
•The company offers roles that blend technology with energy sector expertise.
•Pylon's innovative approach attracts professionals interested in sustainable energy solutions.

Aplyr’s read is generated by AI from public sources. Was it useful?