Job Overview
Location
London, UK
Job Type
Full-time
Category
Customer Support
Date Posted
March 21, 2026
Full Job Description
đź“‹ Description
- • As the first EMEA-focused Product Support Engineer at Pylon Labs Inc., you will play a foundational role in establishing the company’s post-sales support presence across Europe, the Middle East, and Africa. This role is critical to ensuring that Pylon’s growing base of international customers — including innovative tech companies like Linear, Cognition, Modal Labs, and Incident.io — receive timely, expert, and localized support. You will be the primary point of contact for EMEA customers, owning the end-to-end resolution of technical and product-related inquiries while helping to shape the standard for excellence in regional support.
- • Your day-to-day responsibilities will include responding to customer questions via chat and video across a broad spectrum of product topics, from feature usage to troubleshooting complex integrations. You will author and maintain high-quality knowledge base content, including step-by-step guides, FAQs, and feature explainers, to empower customers and reduce repeat inquiries. By actively using Pylon’s own support suite (dogfooding), you will provide direct feedback to product and engineering teams, influencing roadmap decisions and helping prioritize fixes and enhancements. You will collaborate closely with engineering to reproduce, diagnose, and resolve bugs, acting as a vital bridge between customer experience and product development. Additionally, you will help design and implement scalable support processes tailored to the EMEA region, experimenting with new workflows, AI-assisted tools, and channel optimizations to improve efficiency and customer satisfaction.
- • You will join a mission-driven, well-funded startup backed by top-tier investors including a16z, BCV, General Catalyst, and Y Combinator, and part of a rapidly growing team of over 90 employees. Pylon’s culture emphasizes ownership, curiosity, and cross-functional collaboration — values that will be central to your success in this role. As the inaugural EMEA support hire, you will have the unique opportunity to build the regional support function from the ground up, setting precedents for quality, responsiveness, and innovation that will scale as the team grows.
- • In this role, you will develop deep expertise in Pylon’s evolving product suite, becoming a trusted advisor both to customers and internal teams. You will gain hands-on experience in technical support, knowledge management, process design, and cross-functional influence — skills that are highly transferable and valuable in fast-growing SaaS environments. With a clear trajectory toward leadership, you will be positioned to grow into a team lead or manager for the EMEA support organization as Pylon expands its regional footprint, gaining experience in hiring, mentoring, and operational scaling.
🎯 Requirements
- • Located in (or willing to relocate to) London, with enthusiasm for working in-person at the East London office once it opens (expected September 2026), following an initial remote ramp period.
- • Comfortable engaging regularly with customers via chat and video, demonstrating strong communication skills and a customer-centric mindset.
- • 1–8 years of relevant experience, with a technical background and genuine interest in learning and tinkering with complex products.
- • Some prior leadership experience or demonstrated interest in growing into a team lead or manager role for the EMEA region over time.
- • Willingness to complete a 1-month on-site ramp in the San Francisco office to align with global teams and processes.
🏖️ Benefits
- • Fully covered medical, dental, and vision insurance for employees and dependents.
- • 401(k) retirement plan with company matching to support long-term financial wellness.
- • Generous commuter benefits to ease travel to and from the East London office.
- • Comprehensive parental leave policy supporting new parents.
- • Unlimited PTO, encouraging rest, recovery, and work-life balance.
- • Annual company offsite events to foster connection, collaboration, and celebration across global teams.
- • Free lunch, dinner, and snacks provided at the office once in-person work begins.
- • Fitness stipend to support physical well-being and healthy lifestyle choices.
Skills & Technologies
Senior
Remote
About Pylon Labs Inc.
Pylon Labs is a San Francisco–based software company founded in 2021 that builds an AI-native customer operations platform for B2B SaaS teams. Its product unifies support, success, and revenue workflows by ingesting data from Slack, Teams, email, CRMs, and ticketing systems, then applying large-language-model agents to auto-resolve tickets, summarize conversations, and drive upsell alerts. The system integrates with Salesforce, HubSpot, Zendesk, and Snowflake, enabling companies to reduce response times, improve retention, and surface expansion opportunities without adding headcount. Pylon serves venture-backed startups and public software firms across North America and Europe.
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