Software Engineer, Infrastructure

About the role

Infrastructure Engineer, Agentic Support

Pylon operates as the agentic support platform designed specifically for business-to-business companies. The platform enables human teams and automated agents to collaborate on customer work, investigating issues, resolving cases, and executing actions based on signals from every channel. Pylon enriches each interaction with deep account context, automates low-impact tasks, and surfaces answers before questions are asked. This system is engineered to accelerate response times, increase customer satisfaction, and improve its own performance over time. The company is supported by a16z, BCV, General Catalyst, and Y Combinator. More than 1,500 organizations, including Linear, Cognition, Modal Labs, and Incident.io, manage support and customer success workflows on Pylon. The platform is also listed on the Enterprise Tech 30 List.

This position is responsible for designing and maintaining the core infrastructure that spans all cloud environments. The role requires end-to-end ownership, ensuring system health rather than only responding to issues. Team members will build monitoring, alerting, and observability mechanisms that detect problems while they remain small. Scaling systems to meet future demand is a central duty, including identifying limits and engineering solutions before growth creates pressure. The role also owns developer velocity by creating CI/CD pipelines and internal tools that allow engineers to deploy changes quickly. Performance optimization, including the removal of bottlenecks, is an ongoing responsibility. The work is conducted within an AI-first workflow that relies on agents and automation to maximize output with a lean team.

Applicants must possess three or more years of hands-on experience in backend or infrastructure engineering within cloud environments. They must demonstrate the ability to use AI for software development while managing multiple workstreams simultaneously. Previous startup experience in ambiguous settings without established procedures is required. Candidates should enjoy constructing scalable and reliable systems. A growth mindset is essential, including the desire to improve continuously and accept feedback. Location in San Francisco or the willingness to relocate is mandatory to support an in-person culture. Experience with the tech stack, including React, Golang, GraphQL, and AWS, is required. Background in building agentic products in production is also valued.

The total compensation package includes a base salary ranging from $180,000 to $280,000 annually. Figures may vary based on candidate qualifications, skills, competencies, and experience. Base salary forms one component of the Total Package, which also recognizes employee contributions through stock options and a comprehensive benefits structure.

Additional details about Pylon include Series B funding led by a16z and BCV, with a total of $51 million raised. The founders are Advith Chelikani, Robert Eng, and Marty Kausas. The team currently consists of more than 100 employees and is actively growing.

The role involves designing cloud foundations that route customer signals through intelligent agents. It requires establishing preventative observability to identify small issues before escalation. Engineers will test capacity limits under realistic traffic patterns to prepare for growth spurts. The position streamlines releases using CI/CD pipelines to ensure safe deployments. Optimization of slow queries and heavy processes maintains low response times. The role creates agentic workflows where automated assistants handle routine tasks alongside human staff. Account context is preserved across channels so history informs every resolution. Answers are surfaced instantly using patterns learned from past interactions. The position coordinates with product teams to align infrastructure roadmaps with customer journeys. Changes are shipped safely through testing gates that protect stability in production.

Candidates must bring three years of backend or infrastructure experience in cloud settings. They must apply AI tools to accelerate coding and handle multiple workstreams. Startup history navigating unclear directions without defined playbooks is required. Successful builders create reliable systems that remain online as usage increases. Candidates must embrace feedback and refine work based on results and coaching. The role requires residency in San Francisco or the ability to relocate to work face-to-face daily. Demonstrated familiarity with React, Golang, GraphQL, and AWS is required. Experience with agentic products operating in live production conditions is necessary.

No specific nice-to-have qualifications are listed. Required skills and tools include React, Golang, GraphQL, and AWS.

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