Product Support Engineer

About the role

In this position, you own the full lifecycle of customer support workflows by observing how customers interact with the product and translating those observations into documented and improved processes. You define new procedures to manage customer work across email, chat, and video channels, ensuring that support teams have clear playbooks to follow. You act as the bridge between customer needs and product capabilities by using the support product itself to test features and provide actionable feedback that directly shapes the product roadmap. You collaborate closely with product and engineering teams to investigate and resolve bugs and issues quickly, turning complex interactions into clear narratives of what went wrong and how to fix it. You explore and refine workflows by experimenting with new support features, including AI-assisted tools, to reduce manual effort and improve team efficiency. You ensure that support operations can scale gracefully as customer volume grows by designing repeatable processes that remove bottlenecks. You communicate technical and procedural decisions in plain language, making it easy for both internal stakeholders and external customers to understand changes and reasoning. Through this role, you directly influence how support teams operate and how the product evolves based on real-world usage.

Key facts

What you'll do

Answers and actions on signals across channels are delivered to customers through structured product knowledge and troubleshooting guidance embedded in the support product. The support product is used daily to test features and provide feedback that shapes the product roadmap and influences prioritization for engineering teams. Product and engineering teams collaborate with you to investigate and resolve bugs and issues quickly, turning customer reports into actionable product improvements. Processes are developed to scale support operations as customer volume grows, focusing on clarity, consistency, and reduced resolution time. Workflows and features, including AI-assisted capabilities, are explored and iterated on to refine how support teams operate and serve customers. Customers spanning well known companies rely on the platform for support and customer success workflows, giving you exposure to high-stakes environments. You use product knowledge, collaboration tools, and emerging technologies to support customer operations and ensure that workflows remain efficient and reliable. The role emphasizes owning the end-to-end experience of support interactions, from initial signal detection to final resolution and process documentation. You contribute to a structured support operation by building playbooks, defining standards, and ensuring that the support product remains a source of truth for the team.

Requirements

San Francisco is the base location, and readiness to work in-person is required for this role. You will interact with customers regularly through chat and video channels, requiring strong verbal and written communication skills. An interest in exploring, testing, and providing feedback on the product is necessary to drive improvements and share insights with the team. You bring 1 to 8 years of relevant work experience, with a technical background that supports understanding detailed product information and workflows. US work authorization is required for this role, and alignment with in-office expectations is necessary for successful performance. You will join a growing organization with structured support workflows, active roadmap involvement, and opportunities to influence process design. A bachelor's degree or higher is required, demonstrating your ability to learn complex systems and translate them into practical support strategies. The role requires a technical background and an appetite that supports understanding detailed product information, enabling you to troubleshoot effectively and ask the right questions.

Practical notes

US work authorization is required for this role, and alignment with in-office expectations is necessary. You will join a growing organization with structured support workflows and active roadmap involvement.

Typical interview steps

Hiring for engineering roles usually starts with a recruiter screen, followed by one or two technical rounds. Candidates often solve a coding problem, discuss past projects, and answer system design questions. Some loops include a take-home task. Final rounds typically cover team fit and give candidates a chance to ask questions. Interviewers look for how you break down an unfamiliar problem, not just whether you reach the answer. Practicing a few problems aloud and reviewing your own past projects are the best preparation.

Good to know

The role operates within a B2B agentic support platform designed for scaling support teams. The platform surfaces answers before teams have to ask by enriching interactions and automating low impact tasks. Customers span well known companies that rely on the platform for support and customer success workflows. The role focuses on using product knowledge, collaboration tools, and emerging technologies to support customer operations.

Questions to ask

Worth asking in any interview: how the team measures success, who the role works with daily, what the onboarding looks like, and what the company is trying to achieve this year. Asking what past hires did well is a strong final question. Keep the list short and pick the questions that matter most to you.

Career growth

Engineering careers usually progress from individual contributor to senior, staff, and principal levels. Some engineers move into management and lead teams of five to twenty people. Others stay on the technical track. Growth follows demonstrated impact, not tenure alone. A typical engineering ladder has clear levels with defined expectations for scope, quality, and mentorship. Moving up usually requires owning outcomes end to end rather than completing assigned tickets.

About the company

Pylon Labs is hiring for Product Support Engineer. San Francisco.