Customer Support Engineer - Remote

California, Washington, Florida, Virginia, Pennsylvania, New Jersey, Colorado, North Carolina, Utah, New York, Illinois

Why join Pave?

At Pave, our vision is simple - Make Compensation Fair. 

How are we going to get there? By building the most intelligent compensation platform, powered by the largest real-time compensation dataset on

earth.

We partner with our customers to help them build and retain world-class teams through planning, communicating and benchmarking their team’s compensation in real time.  And you don’t have to just hear it from us — you can hear it from our customers: Hover, Sweetgreen, Airtable and more.

We’re growing fast, building an incredible team and product, and having plenty of fun as we do it in our San Francisco and New York City offices. 

If stretching the rubber band, building with intellectual honesty and focusing on impact sounds exciting - we highly encourage you to reach out. We’d love to partner on our journey to change the world of compensation!

Our team

Pave is excited to expand our technical support team and we’re looking for an outstanding Customer Support Engineer to establish how we deliver excellent service to our rapidly growing customer base.

As a Customer Support Engineer, your responsibilities will include resolving Tier-2 escalated customer queries, troubleshooting our codebase to identify root causes of issues, submitting code changes for bug fixes and small feature improvements. To be successful in this role, you’ll enjoy solving tough problems and being a main point of escalation across Pave, becoming a subject matter expert working closely with engineering. This is an opportunity to bring your fire to help shape the Support Engineering team, taking on exciting technical challenges while partnering with internal teams to drive outstanding solutions to complex issues. 

Your focus

• Collaborate with the Support and Engineering teams to resolve product issues requiring code changes.
• Submit detailed Jira tickets to engineering in accordance with Pave’s acceptance criteria.
• Comfortable submitting code changes and implementing small feature improvements and bug fixes.
• Write basic SQL queries for updating customer and internal company data.
• Deep understanding of HTML, CSS, and Typescript.
• Demonstrate a thorough understanding of API’s and an ability to quickly digest API documentation.
• Comfortable making manual API calls using Postman or similar tools, and manual testing methodology.
• Act as a single point of contact for technical issues with ability to troubleshoot and resolve complex issues independently.
• Solve any technical issues a customer is having by leading detailed investigations, exhausting all possible troubleshooting resources.
• Manage technical support cases to ensure issues are recorded, tracked, resolved in a timely manner.
• Multi-task and prioritize multiple support requests under time constraints.
• Cross-collaborate on initiatives to improve customer experience and internal processes.
• Track issues and incoming requests across different teams.
• Keep excellent records in our systems about technical issues and customer feedback, and share when appropriate with the relevant teams.
• Identify patterns and contribute to product and system improvements.
• Identifying ways to reduce incoming support through product and process improvements.
• Conduct RCA’s for technical issues.
• Own and create all product and support related technical documentation, including tutorials, resolution steps, training materials, and technical support knowledge articles.
• Write and review customer comms for incidents and product changes.
• Advocate for the value of Pave’s products to our customers as you become a subject matter expert in the compensation space.

Tools of the Trade

• Zendesk
• Typescript
• MySQL
• Github
• Salesforce
• Jira
• Retool
• LogRocket
• DataDog
• Slack

About you

• You are a Natural Leader: You have seen increasing responsibility within your prior organizations, and are driven have a passion for helping others, striving to do right by customers.
• Excellent problem solving skills: You might not know all the answers but you know how to find and communicate the solution.
• You are Resourceful: You use whatever tools or applicable knowledge at your disposal to tackle tough tasks and questions.
• You are an Excellent Communicator: “Clarity” might be your middle name and your verbal & written communication skills are absolutely superb. You excel at explaining complex topics at the appropriate level of detail and vocabulary as necessary for the audience.
• You are a Team Player: You are confident, flexible, thorough, and credible. Collaboration is your superpower and working with multiple stakeholders (internal and external) to drive quality resolutions is why you get out of bed in the morning. 
• You are Empathetic: You prioritize understanding the “Why?” behind every request and truly care for the customer’s experience.
• You are Solutions-oriented – You believe every problem has a solution and deliver mindful solutions which balance speed and efficiency. 
• You are Intellectually Curious – You strive to understand all of the ins and outs. If you cannot solve the issue yourself, you seek out help from others and ask great questions.
• You relish learning new technologies and developing creative solutions, with a working knowledge of troubleshooting API’s, SQL queries, Typescript code, and basic scripting 
• Experience troubleshooting using stack traces and log files
• 2-3 years of proven experience in a customer focused position involving technical knowledge of a companies' SaaS products and services.

Compensation, It's What We Do. 

This salary range may include multiple levels. 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. Salary is just one component of Pave's 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 other region-specific benefits.

Pave's salary range for this position

$91,000—$115,000 USD

Our Compensation Philosophy

Pave’s compensation philosophy is to target the 75th percentile of the market for both cash and equity at your job level. This means that the “mid point” of every band at Pave is the 75th percentile of the broader market.

Pave also has a merit-based philosophy when it comes to compensation increases. We run a performance cycle twice per year to evaluate employees’ performance. Higher than average performance ratings result in compensation increases to the upper end of the individual’s compensation range for their role. The result is that high performers at Pave are paid above the 75th percentile of the market at large.

Pave is committed to pay equity. If you get an offer from Pave, it will be based on your level as determined by your interview performance. And nothing else. We explicitly do not negotiate salary and equity to ensure that we aren’t introducing bias that could lead to pay inequities within the team between candidates who have different negotiation tactics.

FAQ’s: 

How big is Pave today? 

We were founded in late 2019, and have grown to 160 employees across San Francisco, New York and the UK.

Where are the Pave offices? 

Our company HQ is in San Francisco's FiDi with a high energy in-person culture. We also have an office in NYC and a hub in England. 🌁 🗽 🇬🇧

What do employee benefits at Pave look like? 

As an employee at Pave, you will have your choice of medical, dental and vision insurance, as well as access to mental health services and other perks to promote your wellbeing. To enhance your personal and professional growth, you will have a monthly L&D stipend. We take our snacking seriously - employees receive catered lunch, dinner and many fun snacks throughout the day.

Who are some of Pave’s customers? 

Pave is working with 5,500+ companies today, including some of the best technology logos out there like Credit Karma, RO, Faire, Dropbox, Airtable, Sweetgreen, Checkr, Hubspot, Snackpass, Attentive and more!

What can I expect in interviewing at Pave? 

At Pave, we value intellectual honesty and transparency, and we bring this to our interview process. Throughout your time interviewing with us, we will be evaluating where you can best make an impact through multiple conversations with your recruiter, hiring manager, peers and cross-functional partners. We also use our interviews to determine leveling, which is finalized at the end of your interview process by your hiring manager.

The majority of our roles have 3-5 interview rounds. You can expect to hear back from our team within 7 days of application, as well as within 2 days after each interview round. Once we extend an offer, we hope to hear back from you within 1 week. It is extremely important to us that we find a great mutual fit - we’re excited to get to know you!

More Questions?  Check out our candidate resources page! 

Pave is committed to a diverse and inclusive workforce. We are an equal opportunity employer and do not discriminate on the basis of race, ethnicity, gender, gender identity, sexual orientation, protected veteran status, disability, age, or another legally protected status. For individuals with disabilities who would like to request accommodation, please email recruiting@pave.com.