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 insurance.
- Other info: Dynamic startup environment with opportunities for personal and professional growth.
- Why this job: Be the first EMEA support hire and shape the future of customer success.
- Qualifications: 1-8 years experience, customer interaction skills, and a desire to grow into leadership.
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 in London 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. Our dynamic work culture fosters innovation and collaboration, with clear pathways for career growth as you become a key player in our EMEA team. Enjoy competitive compensation, comprehensive benefits, and the chance to work in a vibrant East London office, all while being part of a well-funded startup that values your contributions and invests in your development.
StudySmarter Expert Advice🤫
We think this is how you could land EMEA Product Support Lead | Remote Start in London
✨Tip Number 1
Get to know the company inside out! Research Pylon's products and their impact on B2B post-sales support. This will help you speak confidently about how you can contribute to their mission during interviews.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or join relevant groups. Engaging with the community can give you insider insights and might even lead to referrals.
✨Tip Number 3
Prepare for those customer interaction scenarios! Since you'll be the go-to person for European customers, practice answering common support questions and think about how you'd handle tricky situations.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of the Pylon team from the get-go.
We think you need these skills to ace EMEA Product Support Lead | Remote Start in London
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role and the company shine through. We want to see that you’re genuinely excited about helping customers and being part of our journey at Pylon.
Tailor Your Experience:Make sure to highlight relevant experience that aligns with the job description. We’re looking for someone who can own issues end-to-end, so share examples of how you've done this in the past!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make it easy for us to understand your skills and experiences.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. 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. Being able to discuss specific functionalities and share insights on how they can improve customer support will show your genuine interest and expertise.
✨Prepare for Customer Scenarios
Think about potential customer queries and how you would handle them. Prepare examples of past experiences where you've successfully resolved issues or provided exceptional support. This will demonstrate your problem-solving skills and readiness to take ownership of customer concerns.
✨Show Your Leadership Potential
Even though this is an individual contributor role, express your ambition to grow into a team lead or manager position. Share any relevant experiences where you've taken initiative or led projects, as this aligns with Pylon's vision for the future of their EMEA support team.
✨Engage with the Interviewers
During the interview, don't hesitate to ask questions about the company culture, team dynamics, and future plans for the EMEA region. Engaging in a two-way conversation shows your enthusiasm and helps you assess if Pylon is the right fit for you.
