Senior Support Engineer

The Company

We're a bootstrapped, UK-based, HR-tech startup founded in 2017 and growing 100% YoY, and we're looking for a Senior Support Engineer to join as our first head of support engineering at Pinpoint. This critical role will be responsible for all things support engineering: providing technical support to our Customer Success team, resolving complex technical issues, and establishing our support processes. You'll be a great fit if you're passionate about delivering amazing customer experiences in addition to solving technical problems.

Technology is the core of our business. We don't have a business if we don't have a good product (and good people building and maintaining that product).

Role Summary

We look for senior developers who share our passion for tackling complexity and building simple, beautiful, and scalable software.

You will join a team of engineers focused on building and maintaining our product. The majority of our engineering team is based in Jersey (where we have a physical office), but you can work from anywhere.

We are still a relatively small company, so you will have exposure to all business areas and the ability to weigh in on decisions.

• Owning and optimising the process of monitoring, tracking, and resolving issues escalated by the Customer Success team.
• Serving as the point of escalation for Customer Support for technical issues (typically 5-10 per day).
• Tracking and categorising issues in the platform, and writing code to fix them.
• Building internal tools to empower Customer Support to triage issues on their own.
• Helping ensure that all code written conforms to our coding standards and best practices.
• Suggesting improvements to our technology stack, coding standards, and processes as you see fit.
• The scope of work can vary wildly from triaging and solving complex bugs related to race conditions, to improve the product through visual and text changes.

Requirements

• Ruby on Rails
• React
• Js/Typescript
• Web app development
• MVC Frameworks

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