Kilo Code is looking for a Support Engineer to handle customer support and community engagement while building automations to scale our operations. You will be a key connector between our customers and our product, identifying patterns and influencing improvements.

What You'll Do

Handle a mix of support channels: ~80% Pylon tickets and ~20% community support (Discord, Reddit) for a current volume of ~90 tickets/week.
Build automations, macros, and tooling to eliminate repetitive tasks and scale support without increasing ticket load.
Surface customer pain points and patterns to engineering and product teams with data.
Make judgment calls on refunds, escalations, and time spent reproducing issues.
Move between async tickets, community conversations, and occasional calls with enterprise customers.
Submit PRs to the markdown-based handbook on GitHub and identify gaps in documentation.
Tune up Pylon implementation to report trends and keep the support queue in check.
Work to eliminate entire categories of tickets through documentation, product changes, or automation.
Develop data-backed opinions on painful product rough edges.
Track community and support trends to spot patterns before they become problems.

What We're Looking For

Systems thinking: You focus on process improvement to ensure tickets are closed faster next time.
Customer focus: You are skilled at understanding user frustration and responding with clarity and care.
Clear writing: You communicate in fast, calm, and human English.
Good judgment: You know when to dig deep into an issue and when to move on.
Collaboration: You work tightly with engineering and product, surfacing pain points effectively.
You are comfortable working with developer tools and making PRs on GitHub.
You are comfortable making judgment calls on refunds, escalations, and issue resolution.

Nice to Have

Experience supporting developer or AI tools, especially open-source or open-core products.
You have used Kilo or similar AI coding tools.
Strong opinions on or experience with Pylon, HubSpot, Slack, Discord, Reddit.
You have built automations or workflows that saved hours of manual work.
Coding ability for building integrations or understanding technical issues faster.

Technical Stack

Pylon
GitHub
Discord
Reddit
Slack
HubSpot

Team & Environment

You will join an existing support team, collaborating directly with one teammate on the same queue. This is an Individual Contributor (IC) role reporting to the Head of Customer Experience.