Technical Account Manager, Pinpoint
£40-45k
+ Equity
CSS
HTML
Intercom
Docusign
JSON
Junior and Mid level
Remote in UK
More information about location
Applicant tracking system
Be an early applicant
Applicant tracking system
21-100 employees
B2BRecruitmentHRProductivitySaaS
Be an early applicant
£40-45k
+ Equity
CSS
HTML
Intercom
Docusign
JSON
Junior and Mid level
Remote in UK
More information about location
21-100 employees
B2BRecruitmentHRProductivitySaaS
Company mission
To help recruiting teams attract the right candidates, select the best, and wow their new hires from the moment they say "yes".
Role
Who you are
- 2+ years in technical support or technical account management, ideally in SaaS
- Bonus points if you have experience with APIs, debugging tools, HTML, CSS, and frontend troubleshooting
- Comfortable handling both deep enterprise support and a steady queue of technical inquiries
- Sharp problem-solving and project management skills—you stay organized, prioritize effectively, and resolve complex issues
- Great at explaining technical concepts—whether to engineers or non-technical users
- Customer-obsessed—you don’t just fix problems, you make the experience better
- Adaptable and thrive in ambiguity—you figure things out, embrace change, and stay calm under pressure
- Always learning, always improving—you’re excited to shape and grow this new team
- Based in the UK with work authorization
- The role is moderately technical. You don’t need to be a software engineer, but you should be comfortable working with APIs, debugging frontend issues, and handling technical troubleshooting
- What technical/programing skills or knowledge would be most useful?
- Useful technical skills include:
- APIs and troubleshooting API connections
- Debugging tools and techniques
- HTML, CSS, and frontend troubleshooting
- Data handling and analysis
- While scripting knowledge can be helpful, it is not required. The role involves working on API integrations, debugging technical issues, and helping customers optimize data-related tasks
- There is no specific programming requirement, but familiarity with APIs, JSON, and frontend-related technologies (HTML, CSS) would be useful
- You should be comfortable troubleshooting API issues, debugging frontend problems, and working with integrations. However, you will not be required to write backend code—our developer support team handles backend debugging. Your focus will be on common issues related to API connections, frontend troubleshooting, and customer data entry
What the job involves
- To keep delivering an exceptional experience, we’re building a brand-new Technical Account Manager team to support our growing number of enterprise customers
- This role blends 1:1 enterprise customer support with managing a queue of technical questions from smaller customers
- This UK-based role is mostly remote, with in-person meetups a few times a year. Our HQ is in Jersey, UK, and our 70-person team is spread across the UK and US
- The TAM team is brand new. If you thrive in structured environments with everything neatly defined—this might not be the role for you. If you love rolling up your sleeves and figuring things out, you’ll fit right in
- We set a high bar for customer service. Our support team’s average first response time is under two minutes. Speed and efficiency matter
- Our customers use Pinpoint in different ways. Some need structured, ongoing account support. Others require quick-fire technical troubleshooting. You should be curious, proactive, and excited to tackle problems you’ve never seen before
- You’ll help onboard customers. That means manual (and increasingly automated) data uploads and data entry tasks
- This role is a mix of hands-on technical support and customer interaction. One moment, you’re troubleshooting an API issue. The next, you’re investigating a bug, handling data problems, or responding to a customer in Intercom. You’ll sit between developer-level support and standard user troubleshooting
- Our values shape who we are and how we work. We’re excited to meet candidates who share these principles and will bring these values to life in their work
- Reporting To: Chief Customer Officer
- Be the go-to technical expert for enterprise customers
- Troubleshoot APIs, integrations, and custom platform setups via video calls and email
- Build reports, customize templates, and manage bulk data tasks (e.g., creating multiple jobs or importing candidate batches)
- Monitor and respond in Intercom (chat-based support), keeping speed and efficiency top of mind
- Investigate, debug, and resolve technical issues, documenting solutions to scale knowledge across the team
- Build trusted relationships with key customer stakeholders
- Keep detailed documentation of customer needs, issues, and solutions
- Balance high-touch enterprise support with handling a queue of technical tickets
- Collaborate with Customer Success, Support, and Product teams to streamline onboarding and product adoption
- Juggle both ticket-based tasks and proactive account management responsibilities
- Provide customer feedback to Engineering and Product teams to improve the platform
- Develop a deep understanding of Pinpoint’s ATS, integrations, APIs, and workflows
- What are some example tasks for this role?
- Editing assets on a Career page using custom CSS
- Setting up complex reports in Pinpoint by cutting and analyzing data
- Replicating and diagnosing potential user errors before escalating to dev support
- Troubleshooting API connections with HRIS or assessment platforms
- Assisting customers with pulling in job widgets via API or JSON calls
- Helping customers bulk upload job postings manually or through API solutions
- Investigating ambiguous issues like "the DocuSign integration isn't working," diagnosing the issue, and escalating if necessary
- What are the biggest challenges someone in this position would need to tackle early on?
- Adapting to an unstructured environment: The TAM team is new, and workflows are still evolving
- Balancing enterprise support with ticket-based queries: Managing high-touch customer relationships while handling technical troubleshooting tasks
- Fast response expectations: Our support team has an average first response time of under two minutes
- Learning Pinpoint’s platform quickly: Understanding APIs, integrations, and workflows to become the go-to technical expert
- How does the TAM collaborate with engineering and product?
- The CS team has weekly calls with Product to discuss updates and questions
- TAMs provide customer feedback to Engineering and Product to improve the platform
- TAMs investigate, debug, and document solutions to scale knowledge across the team
- TAMs act as a bridge between enterprise customers and technical teams, ensuring integrations and custom setups function smoothly
- What types of enterprise customers would I be working with, and what common issues do they face?
- Pinpoint is a very horizontal product, and we work with customers across all segments and industries
- Common technical issues include:
- API troubleshooting: Authentication, data syncing, and third-party integrations
- Data-related problems: Bulk imports, missing records, or data inconsistencies
- Customization and reporting: Creating custom templates, dashboards, and analytics
- Frontend troubleshooting: UI bugs, HTML/CSS adjustments, and workflow issues
- Some customers require structured, ongoing technical support, while others need quick, one-off troubleshooting. Your role is to ensure they receive efficient and effective solutions
Our take
Pinpoint builds talent acquisition software, setting out to fix broken hiring processes that make it hard for the right fit of candidates and companies to find each other.
It does this through being an applicant tracking system that is particularly fast and easy to use, while being flexible enough to manage complex workflows as companies grow.
As a subsidiary of The Infuse Group, Pinpoint has grown impressively. It operates in over 50 countries and has a number of high profile clients including Grant Thornton, the JT Group, and One Valley. Further growth for the company is set to depend largely on increasing the size of its team to expand its global footprint.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
93% employee growth in 12 months
Company
Employee endorsements
Career progression
"Loved seeing employees take lead roles, management roles or jump into other departments on what aspirations they may have for their future career..."
Funding (1 round)
Mar 2023
$21.9m
EARLY VC
Total funding: $21.9m
Company benefits
- Gold-plated healthcare: Enjoy the best medical, dental, and optical coverage money can buy. We've got you and your family covered for all eventualities
- Unlimited holidays: Everyone needs a healthy, happy, and productive life without restrictive holiday limits
- Mental health support: Unlimited access to therapists and mental health resources
- Flexible, remote working: We want you to work when and where you're most productive, whether you’re an early bird or a night owl
- Meaningful equity: You’ll contribute to the team's success and deserve to share in it. To that end, everyone on our team gets a meaningful equity allocation
- Generous paid parental leave: To help support new parents in the workplace, we offer up to 16 weeks of paid leave
- Professional development: Annual funds are made available to support both your personal and professional development
- Retirement Plan: We match 100% up to 3% and 50% for the next 2%
Company values
- We’re for the curious, the creators, the challengers, and the problem solvers.
Company HQ
Jersey, United Kingdom
Articles
Leadership
Tom Hacquoil
(CEO)Former Managing Director at The Infuse Group, which owns Pinpoint. Founder of The Coding Programme at Digital Jersey.
Diversity, Equity & Inclusion at Pinpoint
Mike Bradshaw (Head of Talent)
- We believe that diversity of backgrounds, perspectives, and experiences enriches our culture, drives innovation, enables us to better serve our customers, and is essential to our success as a company
- To that end, we are committed to (1) hiring a diverse and representative workforce at all levels of the organization, (2) fostering an inclusive workplace where all dimensions of diversity (both readily visible and not) are fully embraced, and (3) ensuring every employee feels valued, respected, heard, and therefore can reach their full potential
- We believe that normal daily interactions are the most telling sign of whether or not we are creating an inclusive culture (and not just policies or empty statements)
- We understand that a climate for inclusion is about shared expectations about what our policies express, what is rewarded, valued, and expected day to day
- We benchmark key aspects of our organization’s culture to better understand the employee experience and enact change where needed
- We provide team members with a safe space to voice their concerns (surveys, open door policy, structured recurring 1:1s)
- We do not tolerate discrimination or harassment of any kind
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