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: Enjoy competitive pay, equity, unlimited PTO, and comprehensive health coverage.
- Other info: Dynamic startup environment with opportunities for growth and learning.
- 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 - 65000 € 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.
- 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 are investing in EMEA for the long term.
- 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
Funding: Series B led by a16z and BCV ($51M total raised)
Founders: Advith Chelikani, Robert Eng, and Marty Kausas
Team: Currently 90+ and growing!
Product Support Engineer (EMEA Lead) employer: Pylon
Pylon is an exceptional employer, offering a unique opportunity to be the first EMEA support hire and shape the future of our regional operations. With a strong focus on employee growth, competitive compensation, and comprehensive benefits including unlimited PTO and fully covered health insurance, we foster a collaborative work culture that encourages innovation and personal development. Our East London office will provide a vibrant environment for team members to thrive as we build something remarkable together.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Engineer (EMEA Lead)
✨Tip Number 1
Get to know Pylon inside out! Familiarise yourself with their products and the challenges they solve for customers. 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 attend industry events. Building relationships can give you insider info and might even lead to 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 tricky customer questions or technical 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 joining the Pylon team and being part of something exciting!
We think you need these skills to ace Product Support Engineer (EMEA Lead)
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role and our mission shine through. We want to see that you're genuinely excited about building the future of B2B post-sales support with us!
Tailor Your Experience:Make sure to highlight relevant experience that aligns with the job description. Whether it's your technical background or customer interaction skills, we want to know how your past roles have prepared you for this position.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the Product Support Engineer role at Pylon.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity!
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 you would use them in a support role will show your genuine interest and readiness.
✨Prepare for Customer Scenarios
Think about common customer queries and how you would handle them. Prepare examples from your past experience where you've successfully resolved issues or provided exceptional support. This will demonstrate your problem-solving skills and customer-centric approach.
✨Show Your Tinkering Spirit
Pylon values innovation and improvement. Be ready to discuss any experiences where you've tinkered with products or processes to enhance efficiency. Share ideas on how you could contribute to building scalable support processes in the EMEA region.
✨Express Your Leadership Aspirations
Since this role has the potential for growth into a team lead position, communicate your desire to develop leadership skills. Share any relevant experiences that showcase your ability to lead or mentor others, even if it's informal. This will align with Pylon's vision of investing in long-term leadership.
