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.
What you'll do
Own an entire product area end to end. You are ultimately responsible from initial discovery and problem definition through scoping, execution, launch, adoption, and iteration.
Live and breathe one customer persona. Understand their goals, workflows, pain points, and edge cases better than anyone else at the company. Be the subject matter expert for that persona.
Span PDE to GTM. You can’t just think about the product, you gotta think about the business. Work closely with engineering and design to build the product while partnering with PMM, sales, and customer teams on positioning, launches, enablement, and the pain points we sell on.
Start with evidence. Own the basics of PM’ing. Talk to customers regularly and use calls, tickets, feature requests, product data, market research, and direct observation to decide what deserves to be built.
Argue with us 😊 We make the best decisions by voicing opinions and working through them. Bring a point of view, defend it with evidence, help the team reach a conclusion, and then ship.
We’re a low ego, high competency culture; nobody pulls rank, nobody’s voice is always right, your thought is as good as mine, and we can win together by finding the correct solution.
Requirements
Located in (or will relocate to) San Francisco and excited about working in-person
Comfortable operating like an owner in ambiguity — very organized, hard-working, and operates with velocity
3+ years of product experience, including owning a meaningful product area or line of business against real business outcomes and taking a product from 0 to 1
Bonus: experience with support, customer success, or AI/agentic products
🏥 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
Funding: Series B led by a16z and BCV ($51M total raised)
Founders: Advith Chelikani, Robert Eng, and Marty Kausas
Team: Currently 130 and growing!
Additional Job details
The base salary range for this position is $200k - $250k annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Pylon. This role is eligible for stock options, as well as a comprehensive benefits package.
Skills Required
- A few years of experience
What We Do
Pylon is the modern alternative to Zendesk, optimized for B2B. We bring together everything a post-sales teams team needs including a ticketing system, B2B omnichannel integrations (Slack Connect, Microsoft Teams), modern chat widget, knowledge base, AI support bot, account management, customer marketing, and more.
