Director of Technical Support, Pave
$147.1-198.9k
+ Equity
More information about location
4+ days a week in office
Employee compensation tools
Be an early applicant
Employee compensation tools
201-500 employees
Be an early applicant
$147.1-198.9k
+ Equity
More information about location
4+ days a week in office
201-500 employees
Company mission
To build the world's best compensation tools and easily accessible market data so companies can plan, communicate, and benchmark in real-time.
Role
Who you are
- You are a natural leader. You have seen increasing responsibility within your prior organizations, and have a passion for helping others, striving to do right by customers
- You are an exceptional problem solver. You are willing to do whatever it takes to find the answer and provide a quick, thoughtful solution to the team members and customers
- You are an excellent communicator. Your verbal and written communication skills are superb. You excel at explaining complex topics at the appropriate level of detail and vocabulary as necessary for the audience
- You value cross-functional collaboration. It is crucial to communicate with other functional leaders to ensure Pave’s product remains the best in the industry, and that customer’s feedback is making it back to other leaders in an effective and timely manner
- You think big. We are a quickly-growing startup and we need to think bigger. You have the ability to balance what we need now with what we might need 6, 12 and 24 months from now
- You are empathetic. You prioritize understanding the “why” behind every teammate and customer request and truly care for the customer’s experience
- You have a high bar for quality. While moving fast, you still have a high bar for quality from your team members to ensure the customer experience is the north star
- You relish learning new technologies and developing creative solutions, with a working knowledge of troubleshooting API’s, SQL queries, Typescript code, and basic scripting
- Experience troubleshooting using stack traces and log files
- 4+ years of proven experience in a customer focused position involving technical knowledge of a companies' SaaS products and services
- 4+ years of management experience
What the job involves
- Pave is excited to find an exceptional leader for our technical & engineering support team that is already supporting our 8,500 global customers
- As the Director of Technical Support & Engineering, your responsibilities will include overseeing the performance and productivity of our technical support representatives, as well as our support engineers
- You will also provide guidance and help so they can troubleshoot our codebase, identify root causes of issues, and submit code changes for bug fixes and small feature improvements
- To be successful in this role, you’ll enjoy solving tough problems and being a main point of escalation across Pave, becoming a subject matter expert working closely with engineering and product leaders
- You will be a big part of the post-sale customer experience and report directly to the VP of Customer Success and Support
- Collaborate with the Customer Success, Product, Engineering, Sales and Marketing teams to uplevel the customer experience
- Be at the tip of the sword regarding Pave’s customer experience for 8,500 customers (and quickly growing)
- Work alongside motivated and other bias-to-action GTM leaders
- Own and create all processes having to do with support, both operationally and technically
- Advocate for the value of Pave’s products to our customers as you become a subject matter expert in the compensation space
- Manage a team of 7 Pavers that span across London, SF, Denver and Austin
- Report directly to the VP of Customer Success and Support and collaborate heavily to ensure an awesome customer experience
Application process
- At Pave, we value intellectual honesty and transparency, and we bring this to our interview process. Throughout your time interviewing with us, we will be evaluating where you can best make an impact through multiple conversations with your recruiter, hiring manager, peers and cross-functional partners
- We also use our interviews to determine leveling, which is finalized at the end of your interview process by your hiring manager
- The majority of our roles have 3-5 interview rounds. You can expect to hear back from our team within 7 days of application, as well as within 2 days after each interview round
- Once we extend an offer, we hope to hear back from you within 1 week. It is extremely important to us that we find a great mutual fit - we’re excited to get to know you!
Our take
Compensation survey and merit cycle processes are integral to so many businesses, and yet remain time-consuming manual activities. Staff often lack financial training resulting in spreadsheet induced errors. Pave saw a need to update and streamline the process.
The core advantage of Pave is its ease of integration with HRIS, ATS and cap table software, creating real-time compensation data views without the need for spreadsheets. Using the software creates a fair and transparent system that management can rely on and employees can respect. The company has seen strong momentum, with backing from big names like Y Combinator and az16.
Some organisations have been reluctant to adopt solutions like Pave’s on account of the radical transparency it provides. However, with companies like Credit Karma, Miro and Discord all signing on, Pave has proven its ability to draw lucrative enterprise-level clients. This bodes well for the company’s ongoing success.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
10% employee growth in 12 months
Company
Employee endorsements
Tech & tools
"Our product is disrupting an industry that touches almost anyone employed - compensation. I'm fired up about the impact Pave has in the market for..."
Funding (last 2 of 4 rounds)
Jun 2022
$100m
SERIES C
Aug 2021
$46m
SERIES B
Total funding: $170m
Company benefits
- Compensation: Startup equity for full-time employees
- Wellness: Top tier health insurance along for full-time employees
- Food: All meals while working, plus snacks. We take our snacking seriously
- Commute: Commuter pre-tax benefit accounts + employer contribution for full-time employees
- Tech: Choose your laptop and accessories of choice
- Team: Retreats, happy hours, and events for our team, friends, and family
- Flexible Time Off: Take the time you need - we encourage our team to unplug with unlimited PTO
- WFH Wednesday: A dedicated work from home day each week + additional flexibility by team!
Company values
- Bring Your Fire
- Be Intellectually Honest
- Focus On Impact
- Be Transparent
- Hug Of Jawn
- Stretch The Rubber Band, But Don’t Break It
Company HQ
Union Square, San Francisco, CA
Articles
Leadership
Matt Schulman
(CEO)Matt studied at the Wharton School before working as an Engineer at DollarsEd and spending 2 years as a Facebook Software Engineer. He left this role in June 2019 to co-found Pave in October.
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