Product Support Engineer (EMEA Lead)

At Pylon, we're building the future of B2B Post Sales.

We’re building the all-in-one B2B post-sales support platform powered by conversational data and layered with intelligence to help our customers run their operations in real-time.

We’re backed by a16z, BCV, General Catalyst, Y Combinator.

Currently more than 1,300 companies including Linear, Cognition (makers of Devin), Modal Labs, and Incident.io run their support and customer success workflows with Pylon. You'll also find us on the Enterprise Tech 30 List.

The Role

This is an individual contributor role to start, but we're looking for someone with the mindset and experience to grow into a team lead or manager for the EMEA region as we scale. You'll be the go-to person for our European customers — owning issues end-to-end, becoming a product expert, and setting the standard for what great support looks like in this region.

Location: Remote for an initial ramp period (a few months), then fully in-office at our East London office once it opens. We're looking for candidates based in or willing to relocate to London.

What You'll Do

• Answer customer questions about the product, spanning a wide range of topics

• Write and update knowledge base content including troubleshooting guides, feature explainers, and more

• Dogfood Pylon's suite of support products, give feedback, and influence roadmap

• Work closely with product and engineering to fix bugs and troubleshoot issues

• Help lay the groundwork for a scalable EMEA support team and process

• Tinker with new processes, new features, and ✨AI

Requirements

• Located in (or will relocate to) London and excited about working in-person in East London once our office opens — remote for the first few months while we get set up. We expect the office to open in September 2026.

• 1 month on-site ramp in our San Francisco office

• Comfortable regularly interacting with customers over chat and video

• An interest in tinkering with the product

• 1–8 years of experience

• Some leadership experience and an interest in growing into a team lead/manager role for the region down the line

• Technical background and appetite is a big plus

Nice to Have

• Experience with Slack Connect, Microsoft Teams, or similar channel-based communication tools

• Familiarity with support tooling (Pylon, Zendesk, Intercom, Front, etc.)

• Experience at an early-stage startup or as an early hire in a new regional office

• Prior experience building out or scaling a support function

Why This Role

• You'll be Pylon's first EMEA support hire — a rare chance to own a region from day one and build something from scratch.

• Clear path to leadership. We're investing in EMEA for the long term. The hope is that this person grows into leading the regional team.

• Work on a product you'll become an expert in. Pylon has a wide surface area and is evolving fast — there's always something new to learn.

• Competitive compensation and equity in a high-growth, well-funded startup.

Our perks

Fully covered medical, dental, and vision insurance for employees

Commuter benefits

Parental leave

️ Unlimited PTO

️ Annual offsite

Lunch, dinner, and snacks at the office

️ Fitness stipend

More about Pylon

Funding: Series B led by a16z and BCV ($51M total raised)

Founders: Advith Chelikani, Robert Eng, and Marty Kausas

Team: Currently 100+ and growing!

Offices: San Francisco, NYC, and London (soon!)