Product Support/Support Engineer

Trov; United Kingdom; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading compensation solutions provider is seeking a hybrid support specialist to assist clients, ensuring their success with the product. You will bridge technical support and customer interaction, troubleshooting issues while providing empathetic communication. Ideal candidates have 4-8 years in customer-focused, technical roles and possess a strong background in SQL and APIs. This position fosters growth in a dynamic team environment.

Benefits

Comprehensive health coverage

Flexible PTO

Professional development allowances

Qualifications

• 4-8+ years of proven experience in a customer-focused role involving coding.
• Strong collaborative mindset and ability to work with diverse stakeholders.
• Proficient in API troubleshooting and basic scripting.

Responsibilities

• Provide hands-on support through Zendesk tickets.
• Resolve customer issues within the application and backend integrations.
• Create and maintain technical documentation and tutorials.

Skills

Customer Support

Technical Troubleshooting

Empathy

Communication

Problem-Solving

Education

Bachelor's degree in a technical field

Tools

Zendesk

SQL

TypeScript

Job description

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success team ensures clients maximize ROI from our product suite, while marketing articulates how Pave transforms outdated compensation practices into strategic advantages.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 partnerships team expands our ecosystem, integrating Pave seamlessly with HRIS and financial systems. Revenue operations optimize our selling motion across company sizes and industries, while our sales team helps compensation leaders understand how data-driven decisions can attract and retain talent. Through strategic planning and execution, this pillar doesn\'t just acquire customers - it builds a community of forward-thinking compensation professionals who champion pay transparency and equity in their organizations, further solidifying Pave\'s position as the industry\'s compensation intelligence leader.

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. You will blend Product Support and Support engineering.

• 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
• 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 that directly enhance customer experience and platform stability
• Own Tier-2 escalations end-to-end, acting as the primary technical point of contact and driving issues to resolution with minimal oversight
• 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 one component of Pave\'s total compensation package, which includes equity, medical/dental/vision coverage, flexible PTO, and region-specific benefits. Your level is based on interview performance and experience.

Life @ Pave

Since 2019, Pave has a global footprint with headquarters in San Francisco and regional hubs in New York, Salt Lake City, and the United Kingdom. We operate a hybrid model with in-person collaboration on Mondays, Tuesdays, and Fridays.

Benefits @ Pave

We offer comprehensive health coverage, time off and flexibility, meals and snacks, professional development allowances, parental leave, and commuter assistance. Opportunities for career growth are a core focus.

Vision

Our vision is to unlock a labor market built on trust.

Mission

Our mission is to build confidence in every compensation decision.

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