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- Tasks: Provide hands-on support and troubleshoot technical issues for our global customers.
- Company: Join Pave, a leading compensation platform trusted by top-tier companies.
- Benefits: Enjoy competitive salary, unlimited PTO, and comprehensive health coverage.
- Other info: Flexible work environment with opportunities for professional development and growth.
- Why this job: Be part of a dynamic team transforming compensation practices with innovative technology.
- Qualifications: Experience in coding, customer support, and excellent problem-solving skills required.
The predicted salary is between 56500 - 69000 £ per year.
At Pave, we\’re building the industry’s leading compensation platform, combining the world\’s largest real-time compensation dataset with deep expertise in AI and machine learning. Our platform is perfecting the art and science of pay to give 8,500+ companies unparalleled confidence in every compensation decision.
Top tier companies like OpenAI, McDonald’s, Instacart, Atlassian, Synopsys, Stripe, Databricks, and Waymo use Pave, transforming every pay decision into a competitive advantage. $190+ billion in total compensation spend is managed in our workflows, and 58% of Forbes AI 50 use Pave to benchmark compensation.
The future of pay is real-time & predictive, and we’re making it happen right now. We’ve raised $160M in funding from leading investors like Andreessen Horowitz, Index Ventures, Y Combinator, Bessemer Venture Partners, and Craft Ventures.
The Revenue Org
The Revenue pillar of Pave includes our Customer Success, Marketing, Partnerships, Revenue Operations, Sales, and Strategy teams. This community drives business growth and ensures every Pave client has an amazing experience.
As the market-facing engine of our compensation intelligence platform, the GTM pillar translates Pave\’s innovative solutions into tangible value for compensation leaders worldwide. Our customer success team ensures clients maximize ROI from our product suite, while marketing articulates how Pave transforms outdated compensation practices into strategic advantages.
The Support Team @ Pave
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.
What You\’ll Do
This is a hybrid role in our expanding UK team. Where you will get to a blend of both Product Support and Support engineering.
Product Support
- 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
Support Engineering
- 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 ReTool
- 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
What You\’ll Bring
- 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
Compensation
Salary is just one component of Pave\’s total compensation package for employees. Your total rewards package at Pave will include equity, top-notch medical, dental, and vision coverage, an unlimited PTO policy, and many other region-specific benefits.
The targeted cash compensation for this position is (level depends on experience and performance in the interview process):
- P2: 56,500 GBP
- P3: 69,000 GBP
Life @ Pave
Since being founded in 2019, Pave has established a robust global footprint. Headquartered in San Francisco\’s Financial District, we operate strategic regional hubs across New York City\’s Flatiron District, Salt Lake City, and the United Kingdom.
Benefits @ Pave
- Complete Health Coverage: Comprehensive Medical, Dental and Vision coverage for you and your family, with plenty of options to suit your needs
- Time off & Flexibility: Flexible PTO and the ability to work from anywhere in the world for a month
- Meals & Snacks: Lunch & dinner stipends as well as fully stocked kitchens to fuel you
- Professional Development: Quarterly education stipend to continuously grow
- Family Support: Robust parental leave to bond with your new family
- Commuter Assistance: A commuter stipend to help you collaborate in person
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Product Support/Support Engineer employer: Pave
Contact Detail:
Pave Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support/Support Engineer
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Pave on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by diving deep into Pave's products and the compensation tech space. Show us you’re not just interested in the role but genuinely excited about what we do!
✨Tip Number 3
Practice your problem-solving skills! Since this role involves troubleshooting, think of some complex issues you’ve solved before and be ready to discuss them. We love seeing how you tackle challenges.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Pave team.
We think you need these skills to ace Product Support/Support Engineer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Product Support/Support Engineer role. Highlight your technical skills and customer service experience, showing us how you can bring value to Pave.
Show Off Your Problem-Solving Skills: In your application, share examples of how you've tackled complex technical challenges in the past. We love seeing candidates who can think on their feet and come up with creative solutions!
Communicate Clearly: Since this role involves explaining technical concepts to customers, make sure your written communication is clear and concise. Use simple language to demonstrate your ability to break down complex ideas.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Pave
✨Know the Product Inside Out
Before your interview, make sure you understand Pave's compensation platform and how it stands out in the market. Familiarise yourself with its features, benefits, and the technology behind it. This will help you answer questions confidently and show your genuine interest in the role.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples of how you've tackled complex technical issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your analytical thinking and resourcefulness, which are crucial for a Support Engineer.
✨Communicate Clearly and Empathetically
Since the role involves direct customer interaction, practice explaining technical concepts in simple terms. During the interview, focus on your communication style and ensure you convey empathy and understanding. This will highlight your ability to connect with customers and resolve their issues effectively.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and future projects at Pave. This not only shows your enthusiasm but also helps you assess if the company is the right fit for you.