Director of Technical Support

The Support Team @ Pave

Pave is excited to find an exceptional leader for our technical & engineering support team that is already supporting our 8,500 global customers.

As the Director of Technical Support & Engineering, your responsibilities will include overseeing the performance and productivity of our technical support representatives, as well as our support engineers. You will also provide guidance and help so they can troubleshoot our codebase, identify root causes of issues, and submit 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 and product leaders. You will be a big part of the post-sale customer experience and report directly to the VP of Customer Success and Support.

What You'll Bring:

• You are a natural leader. You have seen increasing responsibility within your prior organizations, and have a passion for helping others, striving to do right by customers.
• You are an exceptional problem solver. You are willing to do whatever it takes to find the answer and provide a quick, thoughtful solution to the team members and customers.
• You are an excellent communicator. Your verbal and written communication skills are superb. You excel at explaining complex topics at the appropriate level of detail and vocabulary as necessary for the audience.
• You value cross-functional collaboration. It is crucial to communicate with other functional leaders to ensure Pave’s product remains the best in the industry, and that customer’s feedback is making it back to other leaders in an effective and timely manner.
• You think big. We are a quickly-growing startup and we need to think bigger. You have the ability to balance what we need now with what we might need 6, 12 and 24 months from now.
• You are empathetic. You prioritize understanding the “why” behind every teammate and customer request and truly care for the customer’s experience.
• You have a high bar for quality. While moving fast, you still have a high bar for quality from your team members to ensure the customer experience is the north star.
• 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.
• 4+ years of proven experience in a customer focused position involving technical knowledge of a companies' SaaS products and services.
• 4+ years of management experience.

What You'll Be Doing:

• Collaborate with the Customer Success, Product, Engineering, Sales and Marketing teams to uplevel the customer experience.
• Be at the tip of the sword regarding Pave’s customer experience for 8,500 customers (and quickly growing).
• Work alongside motivated and other bias-to-action GTM leaders.
• Own and create all processes having to do with support, both operationally and technically.
• Advocate for the value of Pave’s products to our customers as you become a subject matter expert in the compensation space.
• Manage a team of 7 Pavers that span across London, SF, Denver and Austin.
• Report directly to the VP of Customer Success and Support and collaborate heavily to ensure an awesome customer experience.