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Lead Product Support Engineer (EMEA)

Pylon LabsLondon, UK
Hybrid Full-time

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Experience Level

Experience

Qualifications

We're looking for candidates based in or willing to relocate to London, with a strong desire to work in-person in East London once our office opens. An initial remote period will last a few months, with a projected office opening in September 2026. A one-month on-site training is required in our San Francisco office. Candidates should be comfortable interacting with customers via chat and video, possess a keen interest in product tinkering, and have 1–8 years of experience, with some leadership background preferred.

About the job

Join Pylon Labs and Shape the Future of B2B Post-Sales!

At Pylon Labs, we are revolutionizing B2B post-sales support with our comprehensive platform that harnesses conversational data and advanced intelligence to empower our clients to manage their operations in real time.

Supported by renowned investors like a16z, BCV, General Catalyst, and Y Combinator, we proudly serve over 1000 companies, including Linear, Cognition (creators of Devin), Modal Labs, and Incident.io. We are also featured on the Enterprise Tech 30 List.

Your Role

This position starts as an individual contributor role, with growth opportunities into a team lead or management position as we expand in the EMEA region. You will act as the primary support contact for our European clients — managing issues from start to finish, becoming a product authority, and establishing best practices for exceptional support in this area.

Location: Initially remote for a few months, transitioning to in-office at our East London office upon its opening. We seek candidates who are based in or willing to relocate to London.

Your Responsibilities

  • Address customer inquiries regarding our products across various topics.

  • Create and revise knowledge base articles, including troubleshooting guides and feature explanations.

  • Utilize Pylon's support tools, provide feedback, and help shape product development.

  • Collaborate closely with product and engineering teams to resolve bugs and troubleshoot customer issues.

  • Assist in building a scalable support team and processes for the EMEA region.

  • Experiment with new features, processes, and innovative AI solutions.

Qualifications

  • Must be located in London or willing to relocate, enthusiastic about working in the East London office once it opens — remote work for the initial months as we set up, with an office opening anticipated in September 2026.

  • 1 month on-site training in our San Francisco office.

  • Skilled in engaging with customers through chat and video platforms.

  • A passion for product development and improvement.

  • 1 to 8 years of relevant experience.

  • Leadership experience is a plus.

About Pylon Labs

Pylon Labs is at the forefront of transforming B2B post-sales support with our innovative, all-in-one platform designed for real-time operational management. We are proud to support a wide array of clients and are backed by prestigious investors, solidifying our reputation in the industry.

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