Product Support / Support Engineer Kings Cross, London, UK

Overview

At Pave, we\'re building the industry\'s leading compensation platform, combining the world\'s largest real-time compensation dataset with AI and machine learning. Our platform helps 8,500+ companies make confident compensation decisions.

Top tier customers include OpenAI, McDonald\'s, Instacart, Atlassian, Synopsys, Stripe, Databricks, and Waymo. We manage $190+ billion in total compensation spend and 58% of Forbes AI 50 use Pave to benchmark compensation. We\'re backed by $160M in funding from investors such as Andreessen Horowitz, Index Ventures, Y Combinator, Bessemer Venture Partners, and Craft Ventures.

The Revenue Org

The Revenue pillar includes Customer Success, Marketing, Partnerships, Revenue Operations, Sales, and Strategy. This team drives business growth and ensures every Pave client has an exceptional experience. The GTM pillar translates Pave\'s compensation intelligence into tangible value for compensation leaders worldwide. Our customer success team helps clients maximize ROI; marketing communicates how Pave transforms pay practices into strategic advantages; partnerships expand our ecosystem with HRIS and financial systems. Revenue operations optimize selling motions across company sizes and industries; the sales team helps compensation leaders understand how data-driven decisions attract and retain talent. Together, this pillar builds a community of forward-thinking compensation professionals who champion pay transparency and equity, strengthening Pave\'s leadership in the industry.

The Support Team @ Pave

You\'ll become a Pave product and compensation expert, helping our global customer base understand and derive value from our products. You\'ll be the front line for customer happiness and unblock daily questions, in partnership with the Account Management, Engineering, and Customer Success Engineering teams.

What You'll Do

This is a hybrid role in our expanding UK team. You will blend Product Support and Support Engineering.

• 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 issues.
• Engage customers with an empathetic approach, ensuring they feel heard and confident in resolution timelines.
• Communicate clearly, explaining complex technical concepts at the appropriate level.
• Balance speed and quality when delivering mindful solutions.
• Investigate and resolve complex issues by troubleshooting the codebase and providing fixes or workarounds via code changes or no-code tools.
• Own Tier-2 escalations end-to-end as the primary technical contact, driving issues to resolution with minimal oversight.
• Act as the single point of contact for technical issues, independently resolving problems from start to finish.
• Create and maintain technical documentation including tutorials, troubleshooting guides, and knowledge articles.
• Lead technical investigations, exhaust all resources, and advocate for Pave\'s product value as a subject matter expert in compensation tech.
• Establish best practices for technical support delivery as we scale our operations.

What You'll Bring

Compensation

Salary is part of Pave\'s total compensation package, which includes equity, comprehensive medical / dental / vision coverage, an unlimited PTO policy, and region-specific benefits. The salary range is role and experience dependent.

The targeted cash compensation for this position

P2 : 56,500 GBP

P3 : 69,000 GBP

Life @ Pave

Founded in 2019, Pave operates globally with headquarters in San Francisco and regional hubs in New York, Salt Lake City, and the United Kingdom. We maintain a hybrid model with in-person days to foster collaboration and innovation.

Benefits @ Pave

We support career advancement and growth. Highlights include :

Vision & Mission

Vision : Unlock a labor market built on trust. Mission : Build confidence in every compensation decision.

Ready to apply?

Are you ready to help our customers make smarter, more effective compensation decisions?

J-18808-Ljbffr