Implementation Engineer

Pylon•San Francisco, CA

1d•Onsite

About The Position

At Pylon, we're building the future of B2B Post Sales We’re building the all-in-one B2B post-sales support platform powered by conversational data and layered with intelligence to help our customers run their operations in real-time. We’re backed by a16z, BCV, General Catalyst, Y Combinator. Currently more than 1000 companies, including Linear, Cognition (Windsurf), Modal Labs, and Incident.io run their support and customer success workflows with Pylon. You can also find us on the Enterprise Tech 30 List . This is a fully in-person role; we do not offer remote or hybrid options. What you'll do You will be running migrations end-to-end, from start to finish - that includes translating their current processes, supporting enablement for their team, and helping migrate over their historical data. One of our core principles is to use Pylon at Pylon. We expect strong product fluency. Within your first week, you will become an expert in all things Pylon, specifically in getting yourself and others stood up on the platform. You will be the go-to expert when it comes to implementing Pylon - beyond that, you will build deep knowledge around other legacy Support systems (Zendesk, Intercom, etc.) that we migrate customers off of. You will be the go-to person for our customers’ questions about the product, spanning a wide range of topics from basic how-tos to deep edge cases. Juggle many customers at once and drive them to completion - currently, we have zero failed migrations, and we want to keep it that way.

Requirements

Located in (or will relocate to) San Francisco and excited about working in-person
Organized, very hard-working, and fast. You will be juggling 20+ migrations at once.
Comfortable regularly interacting with customers over chat and video
Be a team player - the SE team is small but mighty. We are happy grinders, and our teams have very flat hierarchies. We are optimizing for the bigger picture, and the best idea always wins.
Detail-oriented and a fast learner. You will need to become a product expert in many tools quickly.

Nice To Haves

Technical background and appetite for technology is a big plus
Previous experience managing support systems and/or implementing SaaS products

Responsibilities

Running migrations end-to-end, from start to finish - that includes translating their current processes, supporting enablement for their team, and helping migrate over their historical data.
Become an expert in all things Pylon, specifically in getting yourself and others stood up on the platform.
Build deep knowledge around other legacy Support systems (Zendesk, Intercom, etc.) that we migrate customers off of.
Be the go-to person for our customers’ questions about the product, spanning a wide range of topics from basic how-tos to deep edge cases.
Juggle many customers at once and drive them to completion