Senior Technical Success Engineer

• This is a remote role, based in the UK, Spain, Portugal or Poland, with occasional in person team meetups.
• You'd 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.
• We're 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 you'll do

• Take apart the repetitive work: build AI workflows, scripts and automations across 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.

• Careers site changes, and fixing them when they break: custom application forms, tracking pixels, HTML and CSS tweaks, embeds that stop working after a customer changes their own site.
• Bulk data jobs through our API: mass updates, retagging thousands of records, cleanups and exports.
• Integrations set up and debugged: SSO, job board feeds, HRIS and onboarding handoffs, calendars, and customers' own API and webhook builds.
• Data migrations for customers moving off another ATS: mapping fields, cleaning messy exports and getting it all in clean.
• The escalations no one else can crack: the email that didn't send, the sync that failed silently, the config doing something nobody expected.

What you'll bring

• Hands on technical work for customers: integrations, data, configuration and debugging, ideally at a B2B SaaS company.
• Something you've built with AI and still rely on: 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 what's 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 it's 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 you'll 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 you're 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

• Who would I report to, and who's on the team? Me, Mountain, Head of Technical Success. You'd 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.
• Is this a new role or a backfill, and why now? It's a new seat. We hired our first Senior Technical Success Engineer in the autumn, it's working, and we're growing the team around the same idea: fewer tickets done by hand, more of the work done by things we've built.
• What does success look like in the first 90 days? You'll carry a real share of the queue, roughly 80% queue and 20% protected time to build, because you can't take apart a system you haven't worked inside. By the end of your first quarter, you'll have shipped your first automations that take a repeat job off the team's plate for good.
• What is the salary range? We'll cover pay openly in the first conversation, so nobody's 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 else's hours.
• How am I employed? Directly employed in the UK, and through our employer of record everywhere else.
• What tools and stack 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). You'll also lean on Pinsight, our internal AI assistant, Guru, our process library, and our engineers.