Product Support Engineer at Pylon

San Francisco, California, United States

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$100,000 – $140,000Compensation

Entry Level & New Grad, Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Technology, Customer SupportIndustries

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
0-8 years of experience
Technical background and appetite is not required, but a big plus

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

Skills

Key technologies and capabilities for this role

Customer SupportTroubleshootingKnowledge Base WritingProduct FeedbackCustomer SuccessChat SupportVideo SupportAI TinkeringProcess DevelopmentBug Triaging

Questions & Answers

Common questions about this position

What is the salary range for the Product Support Engineer role?

The salary range is $100K - $140K.

Is this position remote or onsite?

This is an onsite position requiring you to be located in (or relocate to) San Francisco and excited about working in-person.

What skills or experience are required for this role?

No specific technical background is required, but it's a big plus. Key traits include comfort interacting with customers over chat and video, interest in tinkering with the product, and 0-8 years of experience.

What benefits does Pylon offer?

Benefits include medical, vision, and dental insurance, 401K, unlimited PTO, food in the office, and fun team offsites and events.

What makes a strong candidate for this Product Support Engineer position?

Strong candidates are excited about onsite work in San Francisco, comfortable with customer interactions via chat and video, have an interest in tinkering with products (technical background a plus), and can provide product feedback while helping build scalable processes.

Pylon

Digital mortgage integration platform for businesses

About Pylon

Pylon Lending provides a digital mortgage infrastructure that allows businesses to integrate mortgage services into their products efficiently. Their platform offers APIs and pre-built UI components, enabling clients, mainly in the financial and real estate sectors, to embed a complete digital mortgage experience with minimal coding. Unlike traditional mortgage services that require extensive infrastructure, Pylon offers a customizable Software Development Kit (SDK) that covers the entire mortgage origination process, from application to closing. This approach helps clients save time and reduce costs. Pylon's goal is to simplify the mortgage process for businesses, allowing them to launch new mortgage products quickly while enhancing customer satisfaction.

New York City, New YorkHeadquarters

2022Year Founded

$8.3MTotal Funding

SEEDCompany Stage

Fintech, Financial ServicesIndustries

11-50Employees

Benefits

Medical, vision & dental

Unlimited PTO

Hardware allowance

Annual off-sites

Risks

Increased competition from fintech companies could erode Pylon's market share.

Potential regulatory changes may require costly adjustments to Pylon's platform.

Reliance on Citi's trading desk for liquidity poses partnership risk.

Differentiation

Pylon offers a fully digital mortgage experience via APIs and pre-built UI components.

Freddie Mac approval enhances Pylon's credibility in the mortgage industry.

Pylon's platform allows quick integration of mortgage services, reducing time and cost.

Upsides

Citi's investment provides Pylon access to institutional-grade products and rates.

Pylon raised $8.5M in seed funding, boosting its growth potential.

Increased AI adoption in mortgage underwriting can enhance Pylon's platform efficiency.

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