Hybrid role in UK team blending Product Support and Support Engineering responsibilities
Provide hands-on support to customers via Zendesk tickets
Work within the application and on backend integrations to identify and resolve customer issues
Provide clear, empathetic communication and explain complex technical concepts at the appropriate level
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
Submit production-grade code changes for bug fixing or small customization features
Own Tier-2 escalations end-to-end and act as the primary technical point of contact
Create and maintain technical documentation including tutorials, troubleshooting guides, and knowledge articles
Lead detailed technical investigations and establish best practices for technical support delivery
Advocate for Pave's product value and collaborate with Account Management, Engineering, and Customer Success Engineering teams
Requirements
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
Superior written and verbal communication skills with ability to explain technical concepts clearly
Strong collaborative mindset and confidence working with multiple internal and external stakeholders
Empathetic approach that prioritizes understanding customer needs
Solutions-oriented mindset
Intellectual curiosity and eagerness to learn new technologies
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
Benefits
Equity
Top-notch medical, dental, and vision coverage for you and your family
Unlimited PTO policy
Ability to work from anywhere in the world for a month
Lunch & dinner stipends and fully stocked kitchens
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