Senior Technical Success Engineer

Department: Technical Success

Employment Type: Full Time

Location: London, London, Remote, Remote

• This is a remote role based in the UK, Spain, Portugal or Poland, with occasional in person team meetups
• Youd report to me, inside R&D, working alongside a small team and partnering every day with Customer Success, Implementation, Sales and our engineers
• This is not a support role. Support is reactive; this role exists to remove the reasons support gets called
• Were an AI first team. AI writes our scripts, builds our tooling and does real work in our workflows, and we expect you to raise that bar, not just meet it
• Pinpoint is still very much a startup. Priorities shift and not everything is defined, and we want people who do well in that
• Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions

What youll do

• Build AI workflows, scripts and automations that take apart the repetitive work in careers site changes, bulk data jobs and onboarding, so the queue shrinks instead of grows
• Solve the technical problems that block customer facing teams, from API and integration work to data migrations and platform configuration
• Get under the hood of the platform to understand not just what a customer sees, but why it behaves that way and where the real fix lives
• Turn recurring customer friction into clear signal for the product squads, not just a closed ticket
• Be the technical partner in the room with customers, able to talk to their IT team and their talent team in the same conversation
• Build alongside our first Senior Technical Success Engineer to set the standard for how the growing team works

• Make careers site changes and fix them when they break, from custom application forms, tracking pixels and HTML and CSS tweaks to embeds that stop working after a customer changes their own site
• Run bulk data jobs through our API, from mass updates and retagging thousands of records to cleanups and exports
• Set up and debug integrations, including SSO, job board feeds, HRIS and onboarding handoffs, calendars, and customers own API and webhook builds
• Migrate data for customers moving off another ATS, mapping fields, cleaning messy exports and getting it all in clean
• Crack the escalations no one else can, like the email that didnt send, the sync that failed silently or the config doing something nobody expected

What youll bring

• Hands on technical work for customers across integrations, data, configuration and debugging, ideally at a B2B SaaS company
• Something youve built with AI and still rely on, such as a workflow, agent or automation that took real work off your plate, not a certificate or a tool you tried once
• Working code in Python, JavaScript or similar, enough to write and debug your own scripts that call an API, move or clean data, or automate a task, plus an understanding of whats going on underneath any no code tool you use
• An instinct to fix the system behind a problem, not just the problem in front of you
• Sound judgment about AI, including knowing when its confidently wrong and when not to use it at all
• Comfort with ambiguity, and a habit of figuring things out rather than waiting for a spec
• Ease in front of a customer as well as under the hood. Most people are one or the other; we need both
• Motivation to solve customers technical problems after the sale, rather than to carry a number
• Bonus: a background in technical support or support engineering where you outgrew the ticket queue and started building your way out of it

• Your AI experience is a course and a forked repo rather than something you built and use
• You want to stay heads down and never speak to a customer
• You need every problem to come with a documented answer before youll touch it
• You want to architect deep software systems all day. This role is broader and lighter touch than that by design

What we offer

• Comprehensive healthcare: excellent medical, dental and vision coverage for you and your family
• Unlimited holidays: take the time you need to rest and recharge
• Mental health support: unlimited, immediate access to professional counselling via Spill
• Retirement contributions: 401k or pension contributions depending on your location
• Remote first: work where youre most productive, with flexibility and trust as the default
• Equity with real upside: share in the long term value you help create
• Fully paid parental leave: up to 16 weeks of paid leave for new parents
• Learning budget: annual funds for courses, books or anything that supports your growth

What youre wondering

• Who will I work with? Me, Mountain, Head of Technical Success. Youd work closely with our first Senior Technical Success Engineer and the wider TS team, and partner every day with Customer Success, Implementation, Sales and Engineering
• What tools will I use? Python, JavaScript, HTML and CSS for careers site work, our own API, and AI tools to build workflows and automations (n8n and similar). Youll also lean on Pinsight, our internal AI assistant, Guru, our process library, and our engineers
• What does success look like? In your first 90 days, youll carry a real share of the queue, roughly 80% queue and 20% protected time to build, because you cant take apart a system you havent worked inside. By the end of your first quarter, youll have shipped your first automations that take a repeat job off the teams plate for good
• Is this a new role or a backfill, and why now? Its a new seat. We hired our first Senior Technical Success Engineer in the autumn, its working, and were growing the team around the same idea: fewer tickets done by hand, more of the work done by things weve built
• What is the salary range? Well cover pay openly in the first conversation, so nobodys time is wasted
• Where can I be based and what hours do you expect? Anywhere in the UK, Spain, Portugal or Poland. You work 9 to 5 in your own time zone, and nobody is expected to work someone elses hours
• How am I employed? Directly employed in the UK, and through our employer of record everywhere else