---
title: 'Customer Support Specialist at Pirros'
canonical: 'https://feeny.ai/job/customer-support-specialist-pirros-los-angeles-2ywz0egs5cvp'
type: 'job'
last_seen: '2026-10-31'
---

# Customer Support Specialist at Pirros

- **Company:** Pirros
- **Location:** Los Angeles, CA
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-10-30
- **Last confirmed live:** 2026-10-31
- **Apply:** https://jobs.ashbyhq.com/pirros/cb094c2d-2391-44f9-b209-37b1af30c206

## Job description

## About Pirros

Pirros is building the intelligence layer for design production. We are fundamentally reshaping how architecture and engineering firms manage project knowledge and technical design details. Our platform is an AI-powered hub purpose-built for the AECO industry. We help architects, engineers, and contractors streamline detail management to improve consistency, minimize errors, and accelerate project delivery timelines. We are establishing the system of record for design production in a global $12T+ market that has been underserved by modern software for far too long.

## Why Join Pirros

- Backed by top-tier investors including YC, Funders Club, PlanGrid, and Elephant
- Profitable with rapidly growing ARR and 10% month-over-month expansion
- Recently secured a $17M Series A in 2025
- Over 400 active firms, including many of the leading AEC organizations nationwide
- Industry-leading ~140% net revenue retention (NRR)
- Founding team with deep roots in the structural engineering industry
- Comprehensive compensation including salary, equity, full benefits, and unlimited PTO
- A culture defined by high trust, autonomy, and a team of experienced operators
- The chance to solve high-impact problems for the professionals designing our physical world

## About the Role

At Pirros, our Customer Support Specialists play a critical role in delivering an exceptional customer experience. You'll be on the front lines, helping customers troubleshoot issues, navigate our platform, and get the most value out of Pirros. This is a hands-on role for someone who enjoys solving problems, learning new technology, and helping people. You'll work closely with Customer Success, Product, and Engineering to resolve issues quickly and ensure our customers feel supported.

## What You'll Do

- Serve as a primary point of contact for customer support inquiries via email, chat, and calls
- Troubleshoot technical issues, investigate problems, and provide timely, effective solutions
- Manage and prioritize incoming support tickets, ensuring timely resolution
- Escalate complex technical issues to Product and Engineering while maintaining clear customer communication
- Assist customers with product functionality, workflows, and best practices
- Document common issues, solutions, and customer feedback to improve our support resources
- Identify recurring problems and recommend improvements to the customer experience
- Collaborate with Customer Success to ensure a seamless customer experience

## What We're Looking For

- 1–2 years of experience in Customer Support, Technical Support, or a customer-facing role, preferably in B2B SaaS
- Strong written and verbal communication skills
- Natural problem-solver who enjoys troubleshooting and learning new technologies
- Highly organized, detail-oriented, and able to manage multiple requests simultaneously
- Patient, empathetic, and genuinely passionate about helping customers
- Strong sense of ownership, accountability, and urgency
- Comfortable working in a fast-paced startup environment
- Eager to learn, take initiative, and grow professionally

## Nice to Have

- Experience supporting SaaS products or troubleshooting technical issues
- Familiarity with tools like HubSpot, Zendesk, Intercom, or similar support platforms
- Exposure to architecture, engineering, construction, BIM, or Revit
- Experience creating help articles, FAQs, or internal support documentation

At Pirros, we believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy, genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws. Pirros is committed to fair and equitable compensation for all our employees. We thoughtfully consider a wide range of factors when determining individual compensation and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualification and experience. In addition to a competitive base salary, the total compensation package also includes equity and benefits.

## About Pirros

## Company Overview
- **One-liner**: Pirros is an AI-powered project hub and detail management platform for architecture and engineering firms that centralizes, organizes, and makes searchable all Revit details and families across a firm’s projects.
- **Entity Type**: Private (Series A; Y Combinator Winter 2023 batch)
- **Headquarters**: Los Angeles, California, United States
- **Founded**: 2022
- **Founders**: Ari Baranian (CEO) and Peter Johann (COO) – both former structural engineers.

## Core Business
- **Primary industry**: AEC Technology (Architecture, Engineering, Construction) / Construction Tech
- **Target customers**: B2B – Architecture and Engineering (A/E) design firms, from small studios to large enterprises. Roles include architects, structural engineers, BIM/design technologists, and firm leadership.
- **Mission or purpose statement**: To make managing projects easier for A/E firms by giving designers access to everything their firm has developed in the past, reducing the burden of developing hundreds of details per project and saving thousands of hours. They describe themselves as the “AI operating system for AE firms” and “the system of record for detail management.”

## Products & Services
- **Pirros Platform (AI Detail & Family Search)**: A cloud-based SaaS platform that ingests Revit models directly from ACC/BIM 360 or local servers, automatically extracts, de-duplicates, and categorizes all details and families using AI and computer vision. Users can search across their firm’s entire history using geometry and composition (tag-free), preview and batch-load details directly back into Revit, and reuse vetted content.
- **Built-in QA/QC Workflows**: Enables markup, flagging, version control, approval requirements, and download restrictions embedded directly in production workflows.
- **Firm-Wide Usage Analytics**: Dashboard showing what content is used, by whom, and where, to inform QA/QC, standards strategy, and training.
- **Mira (the Revit Agent)**: An AI agent that allows users to control Revit through natural language (announced on their website).
- **Implementation & Training**: A dedicated customer success partnership for rollout, SOP development, and ongoing optimization, emphasizing change management and adoption inside active projects.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed.
- **Key Metric**: ~$5M–$6M ARR as of early 2025 (growing +10% month-over-month; the company is profitable). They closed a ~$17M Series A in 2025.
- **Notable Investors/Partners**: Y Combinator (W23 batch), Funders Club, PlanGrid (founders/angels), Elephant Ventures. Partners include Autodesk (ACC/BIM 360 integration).
- **Growth Signals**: 
  - 300+ firms using the platform (growing ~10% MoM).
  - 120% Net Revenue Retention (NRR).
  - Headcount grew +207% YoY (+29 people) to 44 employees.
  - Customers include some of the top AEC design firms in the country.
  - Profitable with strong recurring revenue.

## Competitive Advantages
- **Vertical AI moat**: AI-powered computer vision automatically organizes and searches Revit content without requiring manual tagging, naming conventions, or upfront library curation — a major differentiator from legacy tools like AVAIL and Hive.
- **Operational stickiness**: The platform combines content access, quality control, standards management, and team enablement in one product, creating a “lasting system” for design production that compounds in value as more content is added.
- **Founder-market fit**: Both co-founders are former structural engineers who experienced the exact pain point they are solving, giving them deep empathy and domain credibility.
- **Real implementation, not just software**: White-glove, hands-on customer success partnership for rollout, SOP development, and behavioral change management — making adoption higher than typical SaaS tools.
- **Security & trust**: Fully SOC2 certified, data is private to each firm and never shared.

## Strategic Focus
- **Product-led growth**: Continuing to build the AI-powered search and Revit agent (Mira) to reduce friction and increase productivity.
- **Market expansion**: Growing from U.S. (Los Angeles HQ) to international (e.g., hiring an AECO Account Executive in London).
- **Deepening the platform**: Evolving from detail management to being the central “AI project hub” for all design production knowledge, including built-in QA/QC, analytics, and standards management.
- **Scale**: Maintaining rapid revenue growth (+10% MoM) while staying profitable, and scaling headcount to support 300+ (and growing) firm customers.

## Why Work Here
- **High-impact problems**: Engineers and architects solving real, painful problems for the people who design the built world — tangible impact on a $12T+ industry that has been underserved by tech.
- **Culture & traction**: Profitable, fast-growing (10% MoM revenue, 120% NRR), and backed by top-tier investors (YC, Funders Club, PlanGrid). Team size is ~44 people, providing a small-company feel with significant resource backing.
- **Compensation & benefits**: Competitive salary (e.g., $160K–$210K for Member Technical Staff - Full Stack; $90K–$160K for other roles), stock options, unlimited PTO, health benefits.
- **Work environment**: Based in Los Angeles, CA (office). Roles are likely hybrid/office-focused given the collaborative nature of the product and customer-facing work.
- **Engineering culture**: They describe themselves as “GitHub for Construction” and emphasize building the system of record for an industry that needs modern tooling. Co-founders are technical (structural engineering backgrounds) and iterate fast on customer feedback.

## Sources
1. [Pirros.com](https://www.pirros.com/)
2. [Pirros About Page](https://www.pirros.com/about)
3. [Y Combinator Company Profile](https://www.ycombinator.com/companies/pirros)
4. [Y Combinator Jobs Page](https://www.ycombinator.com/companies/pirros/jobs)
5. [LinkedIn Company Page](https://www.linkedin.com/company/pirros)

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