{"id":90632,"url":"https://alion.io/job/pylon-product-support-engineer","title":"Product Support Engineer","company":{"id":6763,"name":"Pylon","domain":"pylonump.com","url":"https://alion.io/company/pylon","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":88,"open_postings":15,"ghost_share":0.2,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":56,"computed_at":"2026-10-16T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":100000,"max":150000,"currency":"USD","period":"year","gross":null,"usd_annual":150000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Devin","optional":false}],"status":"live","first_seen_at":"2025-09-26T23:52:53Z","employer_posted_date":"2025-09-26","last_verified_at":"2026-10-16T21:01:55Z","board_verified":true,"closed_at":null,"days_open":384,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":384},"description":"Pylon is the only agentic support platform, purpose-built for B2B companies.\nFor 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.\nUnlike 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.\nWe'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.\nAbout the role\nThis is unique opportunity to work on standing up the support function at a customer support company!\nYou'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.\nWhat you'll do\nAnswer customer questions about the product, spanning a wide range of topics\n\nWrite and update knowledge base content including troubleshooting guides, feature explainers, and more.\n\nDogfood Pylon's suite of support products, give feedback, and influence roadmap\n\nWork closely with product and engineering to fix bugs and troubleshoot issues\n\nHelp develop a scalable support process\n\nTinker with new processes, new features, and AI\n\nRequirements\nLocated in (or will relocate to) San Francisco and excited about working in-person\n\nComfortable regularly interacting with customers over chat and video\n\nAn interest in tinkering with the product\n\n1-8 years of experience\n\nTechnical background and appetite is a big plus.\n\nOur perks\nFully covered medical, dental, and vision insurance for employees\n401(k) retirement plan\nCommuter benefits\nParental leave\n14 company holidays + unlimited PTO\nAnnual offsite\nLunch, dinner, and snacks at the office\nFitness stipend\nMore about Pylon\nFunding: Series B led by a16z and BCV ($51M total raised)\nFounders: Advith Chelikani, Robert Eng, and Marty Kausas\nTeam: Currently 90+ and growing!","description_format":"text","description_chars":2309,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Parental leave","Retirement plans","Unlimited PTO","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["AI Agents","Customer Support & Help Desk Software"],"lifecycle":[{"event":"open","at":"2025-09-26T23:52:53Z"}],"visa":[],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":1,"p_active":0.191,"p_room":0.28,"age_days":384,"expected_fill_days":56,"reasons":["conf:2","ghost","win:tail","crowd:junior"],"computed_at":"2026-10-16T05:45:00Z"},"pay":{"stated_usd_annual":150000,"is_top_pay":true},"html_url":"https://alion.io/job/pylon-product-support-engineer","json_url":"https://alion.io/job/pylon-product-support-engineer.json","meta":{"generated_at":"2026-10-16T21:44:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2919,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6763},"rest":"https://alion.io/mcp/rest/get_company?id=6763"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpylon-product-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpylon-product-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpylon-product-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pylon-product-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpylon-product-support-engineer"}]}