Product Support Engineer

About the role

This is a unique opportunity to work on standing up the support function at a customer support company! You'll be dogfooding the support product every day 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.

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

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
• A technical background and appetite is a big plus

Qualifications

Located in (or will relocate to) San Francisco and excited about working in-person

Skills

Comfortable regularly interacting with customers over chat and video

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

Pay

$100K - $150K

Schedule

Not specified