Pylon

Implementation Engineer

Pylon3 weeks ago
Location

San Francisco

Type

Full Time

Salary

USD 120,000 – 160,000

Level

Mid

Role

Implementation Engineer

Posted

Mar 10, 2026

Full TimeMid

The role

Summary

Pylon is seeking an Implementation Engineer to drive end-to-end customer migrations and become an expert in their B2B post-sales support platform. The ideal candidate will manage complex customer onboarding, demonstrate exceptional technical aptitude, and thrive in a fast-paced, collaborative environment focused on delivering seamless software implementations.

What you'll do

Customer Migration Management: Execute comprehensive end-to-end migrations, translating existing customer processes and supporting full platform enablement
Product Expertise: Develop deep knowledge of Pylon's platform and legacy support systems like Zendesk and Intercom to facilitate smooth customer transitions
Customer Support: Serve as the primary point of contact for customer inquiries, addressing technical questions from basic how-tos to complex edge cases
Multi-Project Coordination: Simultaneously manage 20+ customer migration projects, ensuring successful and timely implementation with zero failed migrations

What we look for

Technical

Technical BackgroundStrong understanding of SaaS platforms and customer support technologies
Systems KnowledgeFamiliarity with support systems like Zendesk, Intercom, and similar customer communication platforms

Education

Degree PreferenceBachelor's degree in Computer Science, Information Technology, or related technical field preferred

Experience

SaaS ImplementationPrior experience in implementing SaaS products or managing support system migrations
Customer EngagementDemonstrated ability to interact effectively with customers through chat and video communications

Skills

Required skills

CommunicationExcellent verbal and written communication skills
Project ManagementStrong organizational skills and ability to manage multiple concurrent projects
Customer SupportProven ability to provide high-quality, responsive customer support

Nice to have

Technical Problem SolvingAdvanced troubleshooting and technical problem-solving capabilities
Quick LearningAbility to rapidly acquire expertise in new software platforms and technologies

Compensation & benefits

Salary

USD 120,000 – 160,000 (annual)

Stock options

Available

Benefits

Health Insurance

Fully covered medical, dental, and vision insurance

Retirement Plan

401(k) retirement savings plan

Paid Time Off

Unlimited PTO with 14 additional company holidays

Commuter Benefits

Commuter benefits to support transportation costs

Wellness Benefits

Fitness stipend and comprehensive wellness support

Parental Leave

Supportive parental leave policy

Interview process

  1. 1
    Initial Screening — Phone or video call with hiring manager to discuss background and role fit
  2. 2
    Technical Assessment — Practical evaluation of technical skills and problem-solving abilities
  3. 3
    Customer Support Simulation — Role-playing exercise to assess customer interaction and migration management skills
  4. 4
    Final Interview — Meeting with team members and leadership to evaluate cultural fit and overall potential
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Pylon

Pylon

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Pylon is a platform that helps businesses automate and optimize their customer communication and support operations. The company provides tools for managing customer interactions across multiple channels, enabling organizations to streamline workflows, improve response times, and enhance customer satisfaction. Pylon serves businesses of various sizes looking to modernize their customer engagement infrastructure and gain better visibility into their support operations.

San Francisco, USAFounded 2022usepylon.com

Tech Stack

Languages
Python
Tools
ZendeskIntercom
Other
Customer Support Platforms
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