Founding Customer Success Engineer

📋 Description

• Run the support queue. Own Pylon and our shared customer channels: triage, response times and the
• Diagnose, don't forward. Reproduce the issue, read the data, and either solve it or hand
• Build the knowledge base from zero. Every repeat question becomes an article, a how-to or a short
• Make self-serve work. Own the path a new customer takes from first login to first result, and keep
• Turn friction into product signal. Bring product the questions customers keep asking, ranked by how
• Write the playbook. Escalation paths, response standards and onboarding checklists: the function a

🎯 Requirements

• 3+ years in customer success engineering, technical support, solutions or a technical account role
• SQL, and comfort with APIs. You can read a schema and work out why a result came back wrong. This
• You diagnose instead of escalating. You have a real story about a hard problem you chased down
• You write clearly. You've built documentation or a knowledge base that people actually used.
• You'd rather fix something once for every customer than a hundred times for one.
• You're in New York City or willing to relocate.

🎁 Benefits

• Equity
• Medical, dental and vision coverage
• Unlimited PTO
• Monthly fitness stipend
• Annual company offsite