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 http://Incident.io run their support and customer success workflows with Pylon. You'll also find us on the Enterprise Tech 30 List https://www.enterprisetech30.com/.

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 https://www.linkedin.com/in/advith/, Robert Eng https://www.linkedin.com/in/robert-eng/, and Marty Kausas https://www.linkedin.com/in/martykausas

Team: Currently 100+ and growing!

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