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 1000 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 🏦 401(k) retirement plan 🚆 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 90+ and growing!