Product Support/Support Engineer, Pave
£56.5-69k
+ Equity
Employee compensation tools
Be an early applicant
Employee compensation tools
201-500 employees
Be an early applicant
£56.5-69k
+ Equity
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
- Multifaceted technical background with experience in both coding/bug fixes and direct customer interaction
- Natural leadership qualities with a track record of increasing responsibility and passion for helping others succeed
- Excellent problem-solving skills with resourcefulness to tackle complex technical challenges using available tools
- Superior written and verbal communication skills with ability to explain technical concepts clearly to diverse audiences
- Strong collaborative mindset and confidence working with multiple internal and external stakeholders
- Empathetic approach that prioritizes understanding customer needs and delivering exceptional experiences
- Solutions-oriented mindset with belief that every technical problem has a resolution
- Intellectual curiosity and eagerness to learn new technologies and develop creative solutions
- Working knowledge of API troubleshooting, SQL queries, TypeScript code, and basic scripting
- Experience with stack traces, log files, and technical debugging methodologies
- 4-8+ years of proven experience in a customer-focused role involving coding and technical knowledge of SaaS products
- Bachelor's degree in a technical field or equivalent hands-on experience
What the job involves
- You’ll become a Pave product and compensation expert and you’ll use that expertise to support our growing global customer base. You’ll make sure Pave’s customers understand the product and derive value from our products and be the front line of defense in keeping our customers happy and unblocking their daily questions while enjoying our product
- You’ll do this in partnership with the Account Management team, Engineering team, and our Customer Success Engineering team to serve and interact with our customer base
- This is a hybrid role in our expanding UK team. Where you will get to a blend of both Product Support and Support engineering
- Provide hands-on support to our customers to ensure their ongoing happiness via Zendesk tickets
- Work both within the application and on backend integrations to identify and resolve customer issues
- Have an empathetic approach to customers so that they feel heard, understood and confident that you will resolve their issue quickly
- Provide clear, empathetic communication to customers while explaining complex technical concepts at the appropriate level
- Balance speed and efficiency when delivering mindful solutions to customer problems
- Investigate and resolve complex customer issues by troubleshooting the codebase, identifying root causes, and implementing fixes or workarounds via code change or no-code tools like ReToolSubmit production-grade code changes for bug fixing or small customization features that directly enhance customer experience and platform stabilityOwn Tier-2 escalations end-to-end, acting as the primary technical point of contact and driving issues to resolution with minimal oversight
- Act as the single point of contact for technical issues, independently resolving complex problems from start to finish
- Create and maintain comprehensive technical documentation including tutorials, troubleshooting guides, and knowledge articles
- Lead detailed technical investigations, exhausting all troubleshooting resources to solve customer challenges
- Advocate for Pave's product value while becoming a subject matter expert in the compensation technology space
- Establish best practices for technical support delivery as we scale our customer support operations
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. It also became a Unicorn in 2022 after an impressive Series C funding round, boding well for its longevity.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2022
$100m
SERIES C
Aug 2021
$46m
SERIES B
Total funding: $186.2m
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 HQ
Union Square, San Francisco, CA
Leadership
Matt Schulman
(CEO & Founder)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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