At a Glance
- Tasks: Support European customers, troubleshoot issues, and help build a scalable support team.
- Company: Join Pylon, a fast-growing B2B post-sales support platform backed by top investors.
- Benefits: Competitive salary, equity, unlimited PTO, and comprehensive health coverage.
- Other info: Remote work initially, with a clear path to leadership in a dynamic startup.
- Why this job: Be the first EMEA support hire and shape the future of customer success.
- Qualifications: 1-8 years experience, leadership potential, and a tech-savvy mindset.
The predicted salary is between 50000 - 70000 € per year.
At Pylon, we are building the future of B2B Post Sales. We’re creating an 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. Currently, more than 1000 companies including Linear, Cognition (makers of Devin), Modal Labs, and Incident.io run their support and customer success workflows with Pylon.
The Role
This is an individual contributor role to start, but we are looking for someone with the mindset and experience to grow into a team lead or manager for the EMEA region as we scale. You will 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 are 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 will 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 are investing in EMEA for the long term. The hope is that this person grows into leading the regional team.
- Work on a product you will 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, Robert Eng, and Marty Kausas
- Team: Currently 90+ and growing!
EMEA Product Support Lead | Remote Start employer: Pylon
At Pylon, we pride ourselves on being an exceptional employer, offering a unique opportunity to shape the future of B2B post-sales support from our East London office. With a strong focus on employee growth, we provide a clear path to leadership, competitive compensation, and comprehensive benefits including unlimited PTO and fully covered health insurance. Our dynamic work culture encourages innovation and collaboration, making it an exciting place for those looking to make a meaningful impact in a fast-paced startup environment.
StudySmarter Expert Advice🤫
We think this is how you could land EMEA Product Support Lead | Remote Start
✨Tip Number 1
Get to know Pylon inside out! Familiarise yourself with their products and the B2B post-sales landscape. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or join relevant groups. This can give you insider info and maybe even a referral, which is always a bonus!
✨Tip Number 3
Prepare for those interviews by practising common support scenarios. Think about how you'd handle customer queries or troubleshoot issues. The more prepared you are, the more confident you'll feel!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the Pylon team.
We think you need these skills to ace EMEA Product Support Lead | Remote Start
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the EMEA Product Support Lead role. Highlight your relevant experience and skills that align with what we’re looking for at Pylon. This shows us you’re genuinely interested in the position!
Show Off Your Communication Skills:Since this role involves interacting with customers, it’s crucial to demonstrate your communication prowess. Use clear and concise language in your application, and don’t shy away from showcasing any previous customer support experience.
Be Authentic:We love seeing the real you! Don’t hesitate to let your personality shine through in your application. Share your passion for tech and support, and why you’re excited about the opportunity to grow with us at Pylon.
Apply Through Our Website:For the best chance of getting noticed, make sure to apply directly through our website. It’s the quickest way for us to see your application and get you into the process. We can’t wait to hear from you!
How to prepare for a job interview at Pylon
✨Know the Product Inside Out
Before your interview, make sure you dive deep into Pylon's platform. Familiarise yourself with its features and how it helps customers in their post-sales support. This will not only show your genuine interest but also help you answer questions confidently.
✨Prepare for Customer Scenarios
Think about potential customer queries and how you would handle them. Since this role involves direct interaction with customers, being able to demonstrate your problem-solving skills and empathy during the interview will set you apart.
✨Show Your Tinkering Spirit
Pylon values innovation and improvement. Be ready to discuss any past experiences where you've tinkered with a product or process to enhance user experience. This will highlight your proactive approach and willingness to contribute to the team’s growth.
✨Express Your Leadership Aspirations
Since the role has potential for growth into a leadership position, share your vision for leading a team in the future. Talk about any relevant experiences that showcase your leadership qualities, even if they were informal or in previous roles.
