Support Engineer
Support Engineer
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USD 90000 - 120000
1 Vacancy
Job Description
Who We Are
At Pave were building the industrys leading compensation platform combining the worlds largest real-time compensation dataset with deep expertise in AI and machine learning. Our platform is perfecting the art and science of pay to give 8500 companies unparalleled confidence in every compensation decision.
Top tier companies like OpenAI McDonalds Instacart Atlassian Synopsys Stripe Databricks and Waymo use Pave transforming every pay decision into a competitive advantage. $190 billion in total compensation spend is managed in our workflows and 58% of Forbes AI 50 use Pave to benchmark compensation.
The future of pay is real-time & predictive and were making it happen right now. Weve raised $160M in funding from leading investors like Andreessen Horowitz Index Ventures Y Combinator Bessemer Venture Partners and Craft Ventures.
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 Paves 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success team ensures clients maximize ROI from our product suite while marketing articulates how Pave transforms outdated compensation practices into strategic advantages.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 doesnt just acquire customers - it builds a community of forward-thinking compensation professionals who champion pay transparency and equity in their organizations further solidifying Paves position as the industrys compensation intelligence leader.
The Support Team @ Pave
Youll become a Pave product and compensation expert and youll use that expertise to support our growing global customer base. Youll make sure Paves 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.
Youll 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 Youll Do
- 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 ReToolSubmit production-grade code changes for bug fixing or small customization features that directly enhance customer experience and platform stabilityOwn 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
- Partner closely with Support and Engineering teams to drive quality resolutions for product issues requiring code changes
- Lead detailed technical investigations exhausting all troubleshooting resources to solve customer challenges
- Advocate for Paves 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
- 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
What Youll 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
- Bachelors degree in a technical field or equivalent hands-on experience
Compensation Its What We Do.
Salary is just one component of Paves total compensation package for employees. Your total rewards package at Pave will include equity top-notch medical dental and vision coverage an unlimited PTO policy and many other region-specific benefits. Your level is based on our assessment of your interview performance and experience which you can always ask the hiring manager about to understand in more detail. This salary range may include multiple levels.
The targeted cash compensation for this position is (level depends on experience and performance in the interview process):
P2: $109000
P3: $130000
Life @ Pave
Since being founded in 2019 Pave has established a robust global footprint. Headquartered in San Franciscos Financial District we operate strategic regional hubs across New York Citys Flatiron District Salt Lake City and the United Kingdom. We cultivate a vibrant collaborative workplace culture through our hybrid model bringing teams together in-person on Mondays Tuesdays and Fridays to foster innovation and strengthen professional relationships
Benefits @ Pave
At Pave career advancement drives everythingroles expand responsibilities deepen and compensation rises alongside your professional growth.
What we provide
- Complete Health Coverage: Comprehensive Medical Dental and Vision coverage for you and your family with plenty of options to suit your needs
- Time off & Flexibility: Flexible PTO and the ability to work from anywhere in the world for a month
- Meals & Snacks: Lunch & dinner stipends as well as fully stocked kitchens to fuel you
- Professional Development: Quarterly education stipend to continuously grow
- Family Support: Robust parental leave to bond with your new family
- Commuter Assistance: A commuter stipend to help you collaborate in person
Vision - Our vision is to unlock a labor market built on trust
Mission - Our teams mission is to build confidence in every compensation decision
Are you ready to help our customers make smarter more effective compensation decisions
Employment Type
Full Time
