Hybrid Product Support Engineer

Posted last month

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About the role

  • 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
  • Quarterly education stipend
  • Robust parental leave
  • Commuter stipend
  • Region-specific benefits

Job title

Product Support Engineer

Job type

Experience level

Mid levelSenior

Salary

£56,500 - £69,000 per year

Degree requirement

Bachelor's Degree

Tech skills

Location requirements

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