Support Engineer for Kilo About Kilo We're building the fastest-evolving open-source AI coding agent to make programming accessible to billions. The numbers: #1 AI coding tool on OpenRouter, 1.5M+ Kilo Coders, 25T+ tokens processed, and #1 Product of the Month on Product Hunt (Open Source). We've hit the front page of Hacker News multiple times. But we're just getting started. Kilo Code is more than just another coding tool. We're creating a superset of the best features from existing AI coding agents, combined with our own innovations, all built with community feedback at the core. The role We're growing fast — our open-source community and paying customers are both scaling quickly. We're looking for a US-timezone support engineer based in Latin America to join our existing support team, help keep customers happy, and build the automations and tooling that will let us scale without drowning in tickets. The split: ~80% Pylon tickets, ~20% community (Discord, Reddit). Current volume is around 90 tickets/week and growing. You'll report to our Head of Customer Experience and work closely with engineering and product — surfacing patterns and customer pain points is a core part of this job, not a side task. This is an IC role. You'll collaborate directly with your teammate on the same queue, sharing coverage and capacity. We're hiring someone who loves clearing queues, hates doing the same thing twice, and builds macros and automations to make sure they don't have to.Y You are Someone who clears tickets efficiently and treats each one as a signal for what to fix or automate next Energized by making customers feel heard, knowing that reaching out to support was probably their last resort The kind of person who writes a template the second time you see an issue — and automates it the third time Comfortable making judgment calls: refund or not, escalate or resolve, spend an hour reproducing or send a helpful link Happy moving between async tickets, community conversations, and occasional calls with enterprise customers Comfortable working with developer tools. We use Kilo to build Kilo, so you’ll need to feel comfortable making PRs to our markdown-based handbook on GitHub What you'll bring You'll answer questions from developers with strong opinions about our product The product changes weekly. Your Monday template may be outdated by Friday. We thank people publicly, give feedback directly, and own our mistakes Nice to have Experience supporting developer or AI tools, especially open-source or open-core products You've used Kilo or similar AI coding tools yourself Strong opinions on Pylon, HubSpot, Slack, Discord, Reddit — or war stories about them going wrong You've built automations or workflows that saved hours of manual work Coding ability: not required, but helpful for building integrations or understanding technical issues faster Professional or better proficiency in Spanish This role isn't for you if You prefer following established processes rather than figuring things out as you go You think empathy and efficiency are in tension (we think they reinforce each other) You want the playbook handed to you, as opposed to writing it as you go