Senior Backend Software Engineer at Twelve Labs | San Francisco

Join Pylon Labs: Pioneering B2B Post-Sales SolutionsAt Pylon, we are at the forefront of innovation, creating a comprehensive B2B post-sales support platform that harnesses conversational data and advanced intelligence. Our mission is to empower our clients to manage their operations seamlessly in real-time.With backing from renowned investors such as a16z, BCV, General Catalyst, and Y Combinator, we are proud to support over 1,000 companies, including Linear, Cognition (creators of Devin), Modal Labs, and Incident.io, in streamlining their customer success workflows with our platform. We are also honored to be featured on the Enterprise Tech 30 List.Your Role and ResponsibilitiesDevelop and integrate security features within the product such as audit logging, RBAC, SCIM, SAML, and more.Oversee security review processes, including SOC 2, ISO 27001, HIPAA compliance, and bug bounty programs.Act as the security expert in pre- and post-sales discussions.Facilitate rapid development while ensuring robust security measures are upheld.Lead projects from customer requests through design to deployment.Who You AreYou have experience in building or shipping security features.You have contributed to security and compliance initiatives in a startup or dynamic environment.You are adept at engaging with customers and clarifying technical decisions.You excel when given autonomy, taking ownership of projects, and managing your own tasks.You are located in San Francisco or are open to relocating, enjoy in-person collaboration, and are committed to fostering a positive workplace culture.You are proficient in technologies such as React, Golang, GraphQL, and AWS.You will be joining a skilled technical team of senior engineers from prestigious companies like Samsara, Affinity, and Airbnb.Perks of Working with Us Comprehensive medical, dental, and vision coverage for employees 401(k) retirement savings plan Commuter benefits Generous parental leave 14 company holidays plus unlimited PTO Annual team offsite

Join Our Team at Pylon Labs!At Pylon, we are on a mission to redefine the B2B post-sales landscape. Our innovative all-in-one platform leverages conversational data and advanced intelligence to empower our clients to manage their operations seamlessly and in real-time.Pylon is proudly backed by top-tier investors including a16z, BCV, General Catalyst, and Y Combinator.Today, over 1000 companies, including notable names like Linear, Cognition (the team behind Devin), Modal Labs, and Incident.io, rely on Pylon for their support and customer success workflows. We are also honored to be featured on the Enterprise Tech 30 List.Our product encompasses a vast problem space, presenting numerous opportunities for impactful contributions. We are eager to bring on board several exceptionally skilled software engineers across various tech stacks.Are You the Right Fit?You prefer coding over meetings and are committed to delivering high-quality work.You possess strong engineering fundamentals, write efficient code, and understand your strengths and areas for growth.You thrive on autonomy and take ownership of your projects.You are located in San Francisco or are willing to relocate, and you value in-person collaboration to foster a vibrant company culture.Familiarity with React, Golang, GraphQL, and AWS is a plus.You will be joining a highly skilled technical team with senior engineers from respected organizations such as Samsara, Affinity, and Airbnb.Perks of Joining Pylon Comprehensive medical, dental, and vision coverage for employees. 401(k) retirement plan with company match. Commuter benefits to ease your travel. Generous parental leave. 14 company holidays and unlimited paid time off. Annual offsite retreats. Free lunch, dinner, and snacks at the office to fuel your day. Fitness stipend to support your well-being.About Pylon LabsFunding: Series B led by a16z and BCV, with a total of $51M raised.Founders: [Details about the founders].

Join Us at Pylon as a Software Engineer - AI AgentsAt Pylon, we are revolutionizing the B2B post-sales landscape. Our comprehensive platform, driven by conversational data and advanced intelligence, empowers businesses to operate seamlessly in real-time.Supported by notable investors such as a16z, BCV, General Catalyst, and Y Combinator, we proudly serve over 1000 companies, including Linear, Cognition, Modal Labs, and Incident.io. Our inclusion in the Enterprise Tech 30 List shines a light on our impact.With a vast problem domain, we are eager to expand our team of talented software engineers to tackle the exciting challenges ahead. Your contributions will directly influence the development of our innovative solutions.Your RoleDevelop and implement the next generation of AI features at Pylon, swiftly adapting based on user feedback.Enhance the quality and efficiency of existing AI functionalities.Are You the Right Fit?If you prefer coding over meetings and value productivity, you might fit right in.Strong engineering fundamentals and efficient coding skills are essential.Autonomy excites you; you enjoy owning details and managing your projects.Located in San Francisco or willing to relocate? We value in-person collaboration as we cultivate a vibrant team culture.Our tech stack includes React, Golang, GraphQL, and AWS.Join a team of experienced engineers from prestigious companies like Samsara, Affinity, and Airbnb.What We Offer Comprehensive medical, dental, and vision coverage for employees 401(k) retirement plan Commuter benefits Parental leave 14 company holidays plus unlimited PTO Annual offsite retreats Meals and snacks provided at the office Fitness stipend

Join Us at Pylon Labs: Shaping the Future of B2B Post SalesAt Pylon Labs, we are revolutionizing the B2B post-sales support landscape with our all-in-one platform that leverages conversational data and sophisticated intelligence. Our mission is to empower businesses to operate seamlessly and in real-time.We are proudly backed by top investors including a16z, BCV, General Catalyst, and Y Combinator, and currently support over 1000 companies, including Linear, Cognition (creators of Devin), Modal Labs, and Incident.io, in managing their support and customer success workflows.Recognized on the Enterprise Tech 30 List, our product covers a vast problem space, offering numerous opportunities for innovation and ownership. We are excited to welcome several talented software engineers to our dynamic team.Your Role: What You'll DoDevelop and enhance the infrastructure that drives Pylon's AI capabilities, including prompt execution and search infrastructure.Elevate the observability of LLMs through comprehensive AI evaluations, and prepare Pylon's AI for scalable growth.Enhance the quality and performance of our AI features.Are You the Right Fit?You prefer focusing on building and delivering code over excessive meetings.You possess solid engineering fundamentals, code efficiently, and are aware of your strengths and areas for growth.You excel in autonomous environments where you can manage your own projects and details.You are located in San Francisco or willing to relocate, enjoy in-person collaboration, and are committed to fostering a vibrant company culture.Familiarity with React, Golang, GraphQL, and AWS is a plus.Join a team of seasoned engineers from prestigious companies such as Samsara, Affinity, and Airbnb.Our Benefits Comprehensive medical, dental, and vision coverage for employees 401(k) retirement plan Commuter benefits Parental leave 14 company holidays plus unlimited PTO

Join Pylon Labs and Shape the Future of B2B Post Sales!At Pylon, we are revolutionizing B2B post-sales support with an all-inclusive platform that leverages conversational data and advanced intelligence, empowering our clients to manage their operations seamlessly in real-time.Supported by leading investors including a16z, BCV, General Catalyst, and Y Combinator, we proudly serve over 1,000 companies such as Linear, Cognition (creators of Devin), and Modal Labs, who trust us to streamline their support and customer success workflows. We are also honored to be featured on the Enterprise Tech 30 List.This role is fully in-person; remote or hybrid options are not available. Your RoleEngage directly with customers while developing bespoke solutions.We seek a former Software Engineer who appreciates the power of automation—complete a task once and automate it, never to revisit it.Facilitate the migration of new customers from their legacy support systems to Pylon.Lead customer migration meetings within your first week.Serve as the primary 'problem-solver' for customers as they transition to Pylon, guiding them through the reconstruction of their processes and data.Become a product expert and assist customers in identifying the most suitable solutions, even when they may not initially understand their needs.Participate in pre-sales calls, showcasing your expertise in potential solutions.Develop proficiency not only in Pylon but also in the systems we are migrating from (e.g., Zendesk, Intercom).Manage multiple customer migrations simultaneously, ensuring timely completion.Continuously refine and enhance the migration process.RequirementsMust be located in or willing to relocate to San Francisco and eager to work on-site.Highly organized and quick to adapt; you’ll be managing multiple migrations concurrently.Detail-oriented with a strong capacity to learn rapidly; you will need to master various tools promptly.A passion for product innovation and the ability to suggest enhancements.Our BenefitsWe offer a vibrant work culture with numerous perks to enhance your experience.

Join Pylon Labs and Shape the Future of B2B Post Sales!At Pylon, we are on a mission to revolutionize B2B post-sales support with our all-in-one platform that leverages conversational data and advanced intelligence. Our goal is to empower our clients to manage their operations seamlessly in real-time.Backed by leading venture capital firms including a16z, BCV, General Catalyst, and Y Combinator, we proudly serve over 1,000 companies, such as Linear, Cognition (Windsurf), and Modal Labs, who rely on Pylon for their support and customer success workflows. Discover more about us on the Enterprise Tech 30 List.This position is fully in-person at our San Francisco office; we do not provide remote or hybrid work options.Your RoleYou will manage the complete migration process for our clients, which encompasses translating their existing workflows, enabling their teams, and assisting with the transfer of historical data.We believe in utilizing our products ourselves; thus, you will develop strong fluency in our platform. By the end of your first week, you will be fully equipped to guide both yourself and others in using Pylon effectively.As the primary expert on Pylon implementations, you will also gain in-depth knowledge of legacy support systems such as Zendesk and Intercom that we transition customers away from.You will be the first point of contact for customer inquiries related to our product, addressing questions ranging from simple how-tos to intricate edge cases.Handle multiple customer migrations simultaneously, ensuring successful outcomes; currently, we boast zero failed migrations, and we intend to maintain this record.QualificationsMust be located in or willing to relocate to San Francisco and enthusiastic about working on-site.Highly organized, diligent, and swift; you will manage over 20 migrations concurrently.Comfortable engaging with customers via chat and video regularly.A collaborative team player; our Solutions Engineering team is small yet impactful. We thrive on collective efforts, valuing the best ideas regardless of their origin.Detail-oriented with the capacity to learn rapidly; you will need to master various tools quickly.

Join Pylon Labs and Shape the Future of B2B Post-Sales!At Pylon Labs, we are pioneering an all-in-one B2B post-sales support platform that leverages conversational data and advanced intelligence to empower our clients to operate seamlessly in real-time.Backed by renowned investors like a16z, BCV, General Catalyst, and Y Combinator, we proudly serve over 1000 companies, including industry leaders such as Linear, Cognition (creators of Devin), Modal Labs, and Incident.io. We are also featured on the prestigious Enterprise Tech 30 List.This position requires full-time, in-person commitment; we do not offer remote or hybrid arrangements.

Join Pylon Labs in shaping the future of B2B Support!Pylon is trusted by leading customer support and success teams from innovative companies such as Hightouch, Merge, and Sardine. Our all-in-one support platform harnesses the power of conversational data, enhanced with intelligence, enabling our clients to streamline their operations in real-time.Recently backed by YCombinator, General Catalyst, Bain, and a16z, we have secured our Series B funding and currently empower over 1000 B2B companies in their customer support and success initiatives.This position is strictly on-site in our vibrant San Francisco office; we do not offer remote or hybrid work options.

About Pylon LabsPylon Labs is at the forefront of innovation, offering an AI-Native Support Platform designed specifically for B2B companies. Our comprehensive solution integrates ticketing, account management, knowledge bases, AI agents, analytics, and chat functionalities into a single platform. With over 1,000 clients relying on Pylon to optimize their post-sales operations, we are proud to be a leader in our industry.As a Series B company with $51 million raised from prominent investors such as Y Combinator, General Catalyst, a16z, and Bain, we are experiencing impressive growth with a 15% month-over-month increase in our pipeline.We are seeking a passionate and skilled individual who can help us scale from $10 million to $100 million annual recurring revenue (ARR) and beyond. This is an opportunity for someone eager to establish a robust financial infrastructure from the ground up, drawing on their previous experience.Key ResponsibilitiesServe as the financial expert within the organization, providing insights and challenging our strategic decisions to enhance planning and decision-making processes.Collaborate closely with the Go-To-Market (GTM) team as a Revenue Operations-oriented Head of Finance, focusing on sustaining and accelerating our current growth trajectory.Transform financial data into compelling narratives, extracting key insights that shift our decision-making from intuition-based to data-driven.Develop and build the entire finance function from the ground up, managing our accounting relationships, implementing financial planning and analysis (FP&A), and ensuring real-time visibility into our financial metrics.Act as a strategic partner to the leadership team, providing financial rigor in evaluating headcount decisions, sales targets, contract negotiations, and other critical business choices.Utilize modern finance tools to efficiently scale operations without the immediate need for a large team.Own the planning and forecasting process for 2026 and beyond, constructing various scenarios related to revenue, hiring, and expenditures to help leadership anticipate challenges.Qualifications5-10 years of relevant experience, with a proven track record of scaling a company from $10 million to $100 million ARR in a finance leadership role.A system-building mindset with a preference for leveraging modern finance tools to accomplish tasks independently rather than expanding the team size immediately.Experience in Revenue Operations, with a solid understanding of customer acquisition costs (CAC), payback periods, and unit economics. Familiarity with SQL or data analysis skills is a plus.Comfortable with both developing three-year financial models and investigating variances in financial performance, such as sudden increases in burn rates.

Join Pylon Labs and help shape the future of B2B Post Sales. Our innovative platform empowers top support and success teams at leading companies such as Hightouch, Merge, and Sardine to seamlessly manage customer support across multiple channels including Slack Connect, Microsoft Teams, Email, In-App Chat, and Slack Community—all from a single interface.At Pylon, we are creating a comprehensive system of record with a wide-ranging product that presents intricate design challenges. We recognize that exceptional design is crucial and serves as a key differentiator in our offerings compared to traditional players. This role is not merely about surface-level design; you will actively engage with customer feedback and collaborate with engineers to deliver significant features that rival entire product lines in other organizations. Being part of a startup environment, you will have the unique chance to establish the design vision and develop the design system for Pylon.Your Responsibilities:Deliver designs to the engineering team within your first week.Investigate and comprehend customer issues and feedback.Work in tandem with product and engineering teams throughout the project lifecycle (we prioritize collaboration over traditional waterfall methods).Collaborate closely with co-founders and peers to navigate both problem identification and solution development (as we do not employ product managers).Effectively communicate differing viewpoints and facilitate constructive decision-making.Conceptualize comprehensive user flows for new features.Create high-fidelity mockups and develop the UI/UX.Contribute to the design system development alongside Wendy, Ben, and Oliver, along with our engineering partners.Use analytics to validate design decisions.Qualifications:Located in, or willing to relocate to, San Francisco and enthusiastic about in-person collaboration.Highly organized, diligent, and capable of working efficiently.Passionate about experimenting with the product and suggesting enhancements.Compensation: The estimated salary for this position is approximately $200K USD, with adjustments based on experience and skills.

Join Pylon Labs: Shaping the Future of B2B Post-Sales!Pylon Labs is revolutionizing the B2B post-sales experience with our comprehensive platform driven by conversational data and intelligent insights. Our mission is to empower businesses to manage customer support and success seamlessly and in real time.We are proudly supported by top-tier investors including a16z, BCV, General Catalyst, and Y Combinator.Over 1,000 businesses, such as Linear, Cognition (creators of Devin), Modal Labs, and Incident.io, trust Pylon to enhance their customer success and support workflows. We are also honored to be listed on the Enterprise Tech 30 List.Our platform addresses a vast and intricate challenge, offering significant ownership and accountability as well as ample opportunities for development.Commitment to Quality Customer Experience at ScaleAt Pylon, we firmly believe that scaling should not compromise the quality of customer experience. By utilizing our own tools and establishing efficient internal processes, we aim to provide our smaller clients with the support and resources they need to thrive—without necessitating weekly meetings they may not desire.As a Scaled Customer Success Manager, you will be instrumental in operationalizing this vision at scale. We seek a candidate who can transform insights gained from hands-on experiences into scalable and repeatable processes.Your ResponsibilitiesCollaborate with the Scaled Customer Success Team: Work closely with our team to manage a diverse and high-volume portfolio, ensuring each customer, regardless of size, receives a high-quality and responsive experience through Pylon.Oversee the Customer Lifecycle: Conduct calls and manage inbound communications through Slack, email, and Pylon. Take charge of the entire lifecycle for your assigned accounts, from post-onboarding stabilization to renewal.Implement and Enhance the Playbook: Execute established success strategies and leverage real customer interactions to refine our playbooks. As the team expands, you will help define excellence in our customer success practices.Proactive Health Monitoring: Track product usage and customer signals to identify risks of churn and opportunities for expansion. You will be accountable for maintaining the health of the scaled segment and recognizing accounts that are poised for deeper engagement.Collaborate on Infrastructure Development: Work closely with the Customer Success, Product, and Engineering teams to design the necessary tools and automated workflows to support our 1,000+ clients.

Join Pylon-Labs and shape the future of B2B Post Sales!Our innovative platform is trusted by top support and success teams at leading companies such as Hightouch, Merge, and Sardine. With Pylon, customer support is streamlined across various channels including Slack Connect, Microsoft Teams, Email, In-App Chat, and Slack Community—all managed seamlessly from one location.We are creating a comprehensive system of record that encompasses a vast surface area and presents intricate design challenges. We view design as a pivotal product differentiator, and this role will not involve mere pixel pushing. Instead, you will translate customer feedback into actionable insights and collaborate closely with engineers to deliver significant features that rival entire product lines from other firms. This is a unique opportunity to define the design vision and establish the design system for Pylon in an early-stage environment.Your Responsibilities:As a skilled product designer with a strong focus on visual design, you will be pivotal in our creative process.Within your first week, you will deliver designs to engineering for implementation.You will dive deep into understanding customer challenges and feedback.Work collaboratively with product and engineering teams throughout projects (we favor agile methodologies).Engage with cofounders and peers to navigate both problem-solving and solution development (our team operates without product managers).Foster open communication, present differing viewpoints, and facilitate constructive decision-making.Design comprehensive user flows for new features.Create high-fidelity mockups while considering UI/UX best practices.Collaborate with team members including Wendy, Ben, and Oliver to enhance our design system alongside engineering partners.Utilize analytics to validate your design decisions.Qualifications:Candidates must be located in or willing to relocate to San Francisco and be enthusiastic about working in person.You should demonstrate strong organizational skills, a diligent work ethic, and the ability to work swiftly.A passion for experimenting with the product and proposing enhancements is essential.

Join Pylon Labs and Shape the Future of B2B Post-Sales Support!At Pylon, we are revolutionizing the landscape of B2B post-sales support by creating a comprehensive, intelligent platform that leverages conversational data to empower our clients to manage their operations in real-time.Backed by prestigious investors such as a16z, BCV, General Catalyst, and Y Combinator, we have garnered the trust of over 1000 companies, including innovators like Linear, Cognition (makers of Devin), Modal Labs, and Incident.io. We are also proud to be featured on the Enterprise Tech 30 List.With an expansive problem space for our product, there are countless opportunities for you to take ownership and make a significant impact. We are eager to welcome your expertise into our growing team!

Join Pylon Labs and be part of the evolution in B2B post-sales!At Pylon, we empower leading support and success teams from renowned companies like Hightouch, Merge, and Sardine to optimize their customer support and success efforts.Our mission is to create a comprehensive support platform that utilizes conversational data and advanced intelligence to enable real-time operational management for our clients. With the backing of YCombinator, General Catalyst, and a16z, we proudly serve over 1,000 B2B companies that trust Pylon for their customer support solutions.Our go-to-market technology stack includes innovative tools such as Salesforce, Amplemarket, Clay, Default, Pylon, and Equals.Your Responsibilities Create Pipeline: Focus on outbound efforts to book meetings for our Account Executives without one-on-one pairing for the time being.Account Prospecting: Identify target accounts and compile lists for outreach, specifically focusing on companies with 150 to 1000 employees.Lead Qualification: While you won't be qualifying leads through calls or discovery, it's essential to reach out to suitable companies that fit our criteria.Meeting Booking: Utilize various methods for booking meetings—whether through LinkedIn, cold-calling, email, or creative approaches. We value versatility and expect you to excel across multiple channels.Collaborate Effectively: Engage with the AE team for messaging and feedback. This role requires independence, as you will also work closely with our founder, who leads our go-to-market strategy.Innovate and Build: While we have foundational playbooks and messaging, we encourage you to implement your successful strategies and develop new ones. The opportunities are limitless—our CRM is clean, clients are ready for change, and they love what we offer!Who You Are 1-2 years of experience in a Sales Development Representative (SDR) or Business Development Representative (BDR) role focused on SaaS; this is a must.You are driven by results. Your goal is not just to meet your quota but to exceed it.You possess agility. While not required for booking meetings, quick thinking and adaptability are crucial for effective communication during calls.You value speed. While expertise in Pylon is not necessary from day one, a fast learning curve is essential.

Join Pylon Labs, a Series B AI-native B2B company revolutionizing customer support with an innovative approach. Unlike traditional platforms such as Zendesk and Salesforce Service Cloud, which are centered around tickets, Pylon is focused on accounts, real-time collaboration, and AI-enhanced customer intelligence.With a significant market opportunity and competitors that are not designed for AI-first workflows, we are poised for rapid growth.

Pylon Labs is a trailblazing Series B, AI-focused B2B company that is redefining the landscape of customer support.Unlike traditional platforms such as Zendesk and Salesforce Service Cloud, which are built around ticketing systems, Pylon is centered on accounts, real-time collaboration, and harnessing AI-driven customer insights.This sector represents a massive opportunity as established players are not designed for AI-first operational workflows.

Join Pylon Labs and Shape the Future of B2B Post-Sales Support!At Pylon, we are revolutionizing the B2B post-sales landscape with our innovative all-in-one support platform. Our solution harnesses the power of conversational data and advanced intelligence, enabling our clients to streamline operations in real-time.Backed by prominent investors such as a16z, BCV, General Catalyst, and Y Combinator, we proudly serve over 1000 companies, including Linear, Cognition (creators of Devin), Modal Labs, and Incident.io. We are also featured on the Enterprise Tech 30 List.About the RoleThis is a unique opportunity to establish and enhance the support function at a pioneering customer support company!You will not only utilize our support product daily but will also play a crucial role in providing feedback, suggesting roadmap enhancements, and improving processes.Your ResponsibilitiesAddress customer inquiries regarding our product across various topics.Create and update knowledge base articles, including troubleshooting guides and feature descriptions.Actively engage with Pylon's suite of support tools, providing valuable feedback to influence our product roadmap.Collaborate with product and engineering teams to resolve bugs and troubleshoot issues.Contribute to the development of a scalable support process.Experiment with new processes, features, and leverage AI technologies.QualificationsMust be located in (or willing to relocate to) San Francisco and eager to work in-person.Comfortable engaging with customers via chat and video calls.A passion for exploring and experimenting with our product.1-8 years of relevant experience.A technical background and enthusiasm for technology is a significant advantage.Our Benefits Comprehensive medical, dental, and vision insurance for employees 401(k) retirement plan Commuter benefits Generous parental leave 14 company holidays and more!

Join Pylon Labs and help shape the future of B2B Post Sales.Leading customer support and success teams from notable companies like Hightouch, Merge, and Sardine trust Pylon to enhance their operations.We are developing a comprehensive support platform, driven by conversational data and infused with intelligence, empowering our clients to manage their operations in real-time. Supported by industry giants such as Y Combinator, General Catalyst, and a16z, we proudly serve over 1000 B2B companies.As we expand our product offerings, including support platforms, AI tools, and account management solutions, we recognize the necessity for focused product management. Therefore, we are eager to welcome our inaugural Product Manager to our in-person team.Your RoleServe as the first Product Manager at Pylon.Take ownership of a product area rather than a single product, contributing to our compound startup environment.Immerse yourself in understanding a specific customer persona and prioritize their needs.Drive significant business outcomes, focusing on metrics such as ARR and enterprise customer acquisition.Collaborate across Product Development, Engineering, and Design teams to launch products while engaging with Product Marketing and Account Executives to align on strategic marketing and sales approaches.Engage with customers daily to gather insights and feedback.Ideally possess B2B experience, particularly in transitioning products from concept to launch.Note: This is not a project management role; we seek a proactive product thinker.Ability to articulate and advocate for your viewpoints in discussions, driving towards conclusions through constructive debate.QualificationsMust be located in or willing to relocate to San Francisco and enthusiastic about working in-person.Highly organized, diligent, and capable of working at a fast pace.A minimum of a few years of relevant experience in product management or related fields.

Join Pylon Labs, a Series B, AI-driven B2B company, as we redefine the future of customer support.Unlike traditional platforms such as Zendesk and Salesforce Service Cloud that focus on tickets, Pylon prioritizes accounts, real-time collaboration, and AI-enhanced customer insights.We are targeting a vast market that is ready for AI-first solutions, paving the way for unmatched customer experiences.