[Remote] Product Support/Support Engineer at Pave

United Kingdom

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, HR TechIndustries

Requirements

Become a Pave product and compensation expert to support global customer base
Work in a hybrid role in the expanding UK team
Blend of Product Support and Support Engineering skills
Empathetic approach to customers to ensure they feel heard, understood, and confident in quick resolutions
Ability to provide clear, empathetic communication while explaining complex technical concepts at appropriate levels
Balance speed and efficiency in delivering mindful solutions
Ability to investigate and resolve complex issues by troubleshooting codebase, identifying root causes, and implementing fixes or workarounds via code or no-code tools like ReTool
Submit production-grade code changes for bug fixing or small customization features
Own Tier-2 escalations end-to-end as primary technical point of contact with minimal oversight
Act as single point of contact for technical issues and independently resolve complex problems

Responsibilities

Provide hands-on support to customers via Zendesk tickets to ensure ongoing happiness
Work within the application and on backend integrations to identify and resolve customer issues
Ensure customers understand the product and derive value from it
Serve as frontline defense for keeping customers happy and unblocking daily questions
Partner with Account Management, Engineering, and Customer Success Engineering teams to interact with customers
Investigate and resolve complex customer issues by troubleshooting codebase and implementing fixes/workarounds
Submit production-grade code changes for bug fixing or small customizations to enhance customer experience and platform stability
Own Tier-2 escalations end-to-end, driving issues to resolution
Act as primary technical point of contact for technical issues
Create and maintain comprehensive documentation (inferred from incomplete description)

Skills

Key technologies and capabilities for this role

Customer SuccessTechnical SupportHRISAIMachine Learning

Questions & Answers

Common questions about this position

Is this a remote role or does it require office presence?

This is a hybrid role in Pave's expanding UK team, blending both Product Support and Support Engineering responsibilities.

What are the main responsibilities in this Product Support Engineer role?

You will provide hands-on support to customers via Zendesk tickets, work within the application and on backend integrations to identify and resolve issues, and partner with Account Management, Engineering, and Customer Success Engineering teams.

What salary or compensation does this position offer?

This information is not specified in the job description.

What teams will I collaborate with in this role?

You will partner with the Account Management team, Engineering team, and Customer Success Engineering team to support the customer base.

What kind of expertise is needed to succeed in this position?

You need to become a Pave product and compensation expert to support customers, resolve issues via Zendesk, and handle both application and backend integrations.

Pave

Compensation management solutions for businesses

About Pave

Pave provides compensation management solutions designed for businesses of all sizes, particularly those backed by venture capital. Its main product is a suite of tools that integrate with existing HR Information Systems (HRIS), Applicant Tracking Systems (ATS), and Cap Table software, allowing companies to access real-time data for employee compensation planning and benchmarking. This integration helps eliminate the need for spreadsheets and manual data entry, enabling HR leaders to make informed decisions based on accurate information. Pave operates on a subscription-based model, offering various tiers that may include advanced analytics and personalized support. The company aims to simplify the compensation analysis process, making it easier for HR departments to ensure fair and competitive pay, which can lead to improved employee satisfaction and retention.

New York City, New YorkHeadquarters

2019Year Founded

$165.4MTotal Funding

SERIES_CCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

1-10Employees

Benefits

Competitive salary

Equity

Medical, dental & vision coverage

Commuter benefits

Catered lunch

Unlimited PTO policy

Risks

Competition from established HR tech companies like Workday and ADP is intensifying.

Data privacy concerns may arise from integrating with multiple HR systems.

Economic downturns could impact Pave's growth due to reliance on VC-backed clients.

Differentiation

Pave offers real-time compensation data, eliminating the need for spreadsheets.

Seamless integration with HRIS, ATS, and Cap Table systems sets Pave apart.

Pave's platform is powered by the largest real-time compensation dataset globally.

Upsides

Partnership with UKG enhances Pave's platform with valuable organizational data.

Pave's subscription model aligns with growing trends in enterprise software.

Increased focus on pay equity boosts demand for Pave's data-driven solutions.

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