Senior Technical Success Engineer

Pinpoint; Greater London; Remote; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Comprehensive healthcare

Unlimited holidays

Mental health support

Remote first

Equity with real upside

Fully paid parental leave

Learning budget

Job summary

Pinpoint is hiring a Senior Technical Success Engineer to reduce ticket load by building AI-driven workflows and automations. You will work across API integrations, data migrations, and careers-site changes, partnering with Sales, Customer Success, and Engineering to improve customer outcomes.

You’ll be comfortable talking with customers and their IT teams, exploring root causes, and shipping automations that scale the tech success function. Remote role in the UK/Europe.

Qualifications

• Hands on technical work for customers: integrations, data, configuration and debugging.
• Built with AI and still rely on: an automation that reduces manual work.
• Able to write and debug scripts calling an API and moving/cleaning data.
• Instinct to fix the system behind a problem, not just the symptom.
• Good judgment on when to use AI and when not to.
• Comfort with ambiguity and self-driven problem solving.
• Strong front-of-house and back-of-house communication with customers.
• Motivation to solve customers' technical problems after the sale.

Responsibilities

• Take apart repetitive work: build AI workflows and automations to shrink the queue.
• Solve technical problems blocking customer teams across API, integrations, migrations.
• Understand platform behavior and identify root causes for fixes.
• Turn recurring friction into actionable signals for product teams.
• Be the technical partner in customer discussions with IT and talent teams.
• Collaborate with the first Senior Technical Success Engineer to set standards.

Skills

Customer-focused

AI/Automation

Python/JavaScript

Troubleshooting

AI judgment

Ambiguity tolerance

Customer communication

Post-sale problem solving

Tech support background

Tools

n8n

Pinsight

Guru

Job description

Senior Technical Success Engineer

Department: Technical Success

Employment Type: Full Time

Location: Remote

Reporting To: Head of Technical Success

Description

Hi I'm Mountain, Head of Technical Success at Pinpoint.

Pinpoint builds the hiring software that in house recruiting teams use to attract, hire and onboard the right people. We have a mature product, strong product market fit and a lot of happy customers.

Technical Success clears the technical path for everyone who touches a customer. When Sales, Customer Success or Implementation hits something complex inside the platform (a careers site change, a bulk data job through our API, an integration, a migration, an escalation nobody else can crack), it lands with us. We've just welcomed our first Senior Technical Success Engineer, and we're expanding how the team works around automation and AI rather than more hands on the queue. We want the next person to help build that, which is why we're hiring a second Senior Technical Success Engineer.

That's where you come in. You look at a queue of tickets and see the workflow behind them. You'd rather fix the pattern than close the ticket, you reach for AI to do it, and you check what it gives you before a customer ever sees it. You won't know every technology on day one, but you're the kind of person who figures it out.

What you should know up front

• This is a remote role, based in the UK, Spain, Portugal or Poland, with occasional in person team meetups.
• You'd report to me, inside R&D, working alongside a small team and partnering every day with Customer Success, Implementation, Sales and our engineers.
• This is not a support role. Support is reactive; this role exists to remove the reasons support gets called.
• We're an AI first team. AI writes our scripts, builds our tooling and does real work in our workflows, and we expect you to raise that bar, not just meet it.
• Pinpoint is still very much a startup. Priorities shift and not everything is defined, and we want people who do well in that.
• Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions.

What you'll do

• Take apart the repetitive work: build AI workflows, scripts and automations across careers site changes, bulk data jobs and onboarding, so the queue shrinks instead of grows.
• Solve the technical problems that block customer facing teams, from API and integration work to data migrations and platform configuration.
• Get under the hood of the platform to understand not just what a customer sees, but why it behaves that way and where the real fix lives.
• Turn recurring customer friction into clear signal for the product squads, not just a closed ticket.
• Be the technical partner in the room with customers, able to talk to their IT team and their talent team in the same conversation.
• Build alongside our first Senior Technical Success Engineer to set the standard for how the growing team works.

In practice, that means work like:

• Careers site changes, and fixing them when they break: custom application forms, tracking pixels, HTML and CSS tweaks, embeds that stop working after a customer changes their own site.
• Bulk data jobs through our API: mass updates, retagging thousands of records, cleanups and exports.
• Integrations set up and debugged: SSO, job board feeds, HRIS and onboarding handoffs, calendars, and customers' own API and webhook builds.
• Data migrations for customers moving off another ATS: mapping fields, cleaning messy exports and getting it all in clean.
• The escalations no one else can crack: the email that didn't send, the sync that failed silently, the config doing something nobody expected.

What you'll bring

• Hands on technical work for customers: integrations, data, configuration and debugging, ideally at a B2B SaaS company.
• Something you've built with AI and still rely on: a workflow, agent or automation that took real work off your plate, not a certificate or a tool you tried once.
• Working code in Python, JavaScript or similar, enough to write and debug your own scripts that call an API, move or clean data, or automate a task, plus an understanding of what's going on underneath any no code tool you use.
• An instinct to fix the system behind a problem, not just the problem in front of you.
• Sound judgment about AI, including knowing when it's confidently wrong and when not to use it at all.
• Comfort with ambiguity, and a habit of figuring things out rather than waiting for a spec.
• Ease in front of a customer as well as under the hood. Most people are one or the other; we need both.
• Motivation to solve customers' technical problems after the sale, rather than to carry a number.
• Bonus: a background in technical support or support engineering where you outgrew the ticket queue and started building your way out of it.

You may not enjoy this role if

• Your AI experience is a course and a forked repo rather than something you built and use.
• You want to stay heads down and never speak to a customer.
• You need every problem to come with a documented answer before you'll touch it.
• You want to architect deep software systems all day. This role is broader and lighter touch than that by design.

What we offer

• Comprehensive healthcare: excellent medical, dental and vision coverage for you and your family
• Unlimited holidays: take the time you need to rest and recharge
• Mental health support: unlimited, immediate access to professional counselling via Spill
• Retirement contributions: 401k or pension contributions depending on your location
• Remote first: work where you're most productive, with flexibility and trust as the default
• Equity with real upside: share in the long term value you help create
• Fully paid parental leave: up to 16 weeks of paid leave for new parents
• Learning budget: annual funds for courses, books or anything that supports your growth

A detailed overview of our benefits is here.

• Who would I report to, and who's on the team? Me, Mountain, Head of Technical Success. You'd work closely with our first Senior Technical Success Engineer and the wider TS team, and partner every day with Customer Success, Implementation, Sales and Engineering.
• Is this a new role or a backfill, and why now? It's a new seat. We hired our first Senior Technical Success Engineer in the autumn, it's working, and we're growing the team around the same idea: fewer tickets done by hand, more of the work done by things we've built.
• What does success look like in the first 90 days? You'll carry a real share of the queue, roughly 80% queue and 20% protected time to build, because you can't take apart a system you haven't worked inside. By the end of your first quarter, you'll have shipped your first automations that take a repeat job off the team's plate for good.
• What is the salary range? We'll cover pay openly in the first conversation, so nobody's time is wasted.
• Where can I be based and what hours do you expect? Anywhere in the UK, Spain, Portugal or Poland. You work 9 to 5 in your own time zone, and nobody is expected to work someone else's hours.
• How am I employed? Directly employed in the UK, and through our employer of record everywhere else.
• What tools and stack will I use? Python, JavaScript, HTML and CSS for careers site work, our own API, and AI tools to build workflows and automations (n8n and similar). You'll also lean on Pinsight, our internal AI assistant, Guru, our process library, and our engineers.