Product Support

At Pave, we're building the industry’s leading compensation platform, combining the world's 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 8,500+ companies unparalleled confidence in every compensation decision.

Top tier companies like OpenAI, McDonald’s, 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 we’re making it happen right now. We’ve raised $160M in funding from leading investors like Andreessen Horowitz, Index Ventures, Y Combinator, Bessemer Venture Partners, and Craft Ventures.

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success team ensures clients maximize ROI from our product suite, while marketing articulates how Pave transforms outdated compensation practices into strategic advantages.

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.

This is a hybrid role in our expanding UK team. Where you will get to a blend of both 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 Re Tool
• 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

• 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…