Technical Support Specialist

Technical Support Specialist

Department: Customer Success

Employment Type: Full Time

Location: United Kingdom

Reporting To: Chief Customer Officer

Compensation: £40,000 - £45,000 / year

Description

Hi 👋 I’m Andy, the Chief Customer Officer at Pinpoint.

We’re a high-growth, bootstrapped HR tech start-up building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. Today, we have a strong foundation in place, with a mature product, rapid growth, strong product-market fit, and happy customers.
To keep delivering an exceptional experience, we’re building a brand-new Technical Account Manager team to support our growing number of enterprise customers. This role blends 1:1 enterprise customer support with managing a queue of technical questions from smaller customers.
The fine print (but way more exciting):

• This UK-based role is mostly remote, with in-person meetups a few times a year. Our HQ is in Jersey, UK, and our 70-person team is spread across the UK and US.
• The TAM team is brand new. If you thrive in structured environments with everything neatly defined—this might not be the role for you. If you love rolling up your sleeves and figuring things out, you’ll fit right in.
• We set a high bar for customer service. Our support team’s average first response time is under two minutes. Speed and efficiency matter.
• Our customers use Pinpoint in different ways. Some need structured, ongoing account support. Others require quick-fire technical troubleshooting. You should be curious, proactive, and excited to tackle problems you’ve never seen before.
• You’ll help onboard customers. That means manual (and increasingly automated) data uploads and data entry tasks.
• This role is a mix of hands-on technical support and customer interaction. One moment, you’re troubleshooting an API issue. The next, you’re investigating a bug, handling data problems, or responding to a customer in Intercom. You’ll sit between developer-level support and standard user troubleshooting.
• Our values shape who we are and how we work. We’re excited to meet candidates who share these principles and will bring these values to life in their work.

About the Role

Technical Support & Problem Solving

• Be the go-to technical expert for enterprise customers
• Troubleshoot APIs, integrations, and custom platform setups via video calls and email
• Build reports, customize templates, and manage bulk data tasks (e.g., creating multiple jobs or importing candidate batches)
• Monitor and respond in Intercom (chat-based support), keeping speed and efficiency top of mind
• Investigate, debug, and resolve technical issues, documenting solutions to scale knowledge across the team

Customer Engagement & Relationship Management 

• Build trusted relationships with key customer stakeholders
• Keep detailed documentation of customer needs, issues, and solutions
• Balance high-touch enterprise support with handling a queue of technical tickets
• Collaborate with Customer Success, Support, and Product teams to streamline onboarding and product adoption

Operation Excellence & Internal Collaboration 

• Juggle both ticket-based tasks and proactive account management responsibilities
• Provide customer feedback to Engineering and Product teams to improve the platform
• Develop a deep understanding of Pinpoint’s ATS, integrations, APIs, and workflows

Tech stack: Linear, Intercom, Hubspot, Postman 

About You

• 2+ years in technical support or technical account management, ideally in SaaS
• Experience with APIs, debugging tools, HTML, CSS, and frontend troubleshooting
• Comfortable handling both deep enterprise support and a steady queue of technical inquiries
• Sharp problem-solving and project management skills—you stay organized, prioritize effectively, and resolve complex issues
• Great at explaining technical concepts—whether to engineers or non-technical users
• Customer-obsessed—you don’t just fix problems, you make the experience better
• Adaptable and thrive in ambiguity—you figure things out, embrace change, and stay calm under pressure
• Always learning, always improving—you’re excited to shape and grow this new team
• Based in the UK with work authorization

FAQs

How technical is the role?
The role is moderately technical. You don’t need to be a software engineer, but you should be comfortable working with APIs, debugging frontend issues, and handling technical troubleshooting.

What technical/programing skills or knowledge would be most useful? Useful technical skills include:

• APIs and troubleshooting API connections
• Debugging tools and techniques
• HTML, CSS, and frontend troubleshooting
• Data handling and analysis

While scripting knowledge can be helpful, it is not required. The role involves working on API integrations, debugging technical issues, and helping customers optimize data-related tasks.

What programming language do you use?
There is no specific programming requirement, but familiarity with APIs, JSON, and frontend-related technologies (HTML, CSS) would be useful. You can review our tech stack here: Pinpoint Tech Stack.

What level of expertise is expected with APIs, debugging, or scripting?
You should be comfortable troubleshooting API issues, debugging frontend problems, and working with integrations. However, you will not be required to write backend code—our developer support team handles backend debugging. Your focus will be on common issues related to API connections, frontend troubleshooting, and customer data entry.

What are some example tasks for this role?

• Editing assets on a Career page using custom CSS.
• Setting up complex reports in Pinpoint by cutting and analyzing data.
• Replicating and diagnosing potential user errors before escalating to dev support.
• Troubleshooting API connections with HRIS or assessment platforms.
• Assisting customers with pulling in job widgets via API or JSON calls.
• Helping customers bulk upload job postings manually or through API solutions.
• Investigating ambiguous issues like "the DocuSign integration isn't working," diagnosing the issue, and escalating if necessary.

What are the biggest challenges someone in this position would need to tackle early on?

• Adapting to an unstructured environment: The TAM team is new, and workflows are still evolving.
• Balancing enterprise support with ticket-based queries: Managing high-touch customer relationships while handling technical troubleshooting tasks.
• Fast response expectations: Our support team has an average first response time of under two minutes.
• Learning Pinpoint’s platform quickly: Understanding APIs, integrations, and workflows to become the go-to technical expert.

How does the TAM collaborate with engineering and product?

• The CS team has weekly calls with Product to discuss updates and questions.
• TAMs provide customer feedback to Engineering and Product to improve the platform.
• TAMs investigate, debug, and document solutions to scale knowledge across the team.
• TAMs act as a bridge between enterprise customers and technical teams, ensuring integrations and custom setups function smoothly.

What types of enterprise customers would I be working with, and what common issues do they face?Pinpoint is a very horizontal product, and we work with customers across all segments and industries.Common technical issues include:

• API troubleshooting: Authentication, data syncing, and third-party integrations.
• Data-related problems: Bulk imports, missing records, or data inconsistencies.
• Customization and reporting: Creating custom templates, dashboards, and analytics.
• Frontend troubleshooting: UI bugs, HTML/CSS adjustments, and workflow issues.

Some customers require structured, ongoing technical support, while others need quick, one-off troubleshooting. Your role is to ensure they receive efficient and effective solutions.

What We Offer

We want Pinpoint to be the best place you’ve ever worked—somewhere you feel valued, supported, and excited to grow. Here’s what you’ll get:

• 🩺 Gold-plated healthcare – The best medical, dental, and optical coverage money can buy. We’ve got you (and your family) covered
• 🏝️ Unlimited holidays – Work-life balance matters. Take the time you need to rest, recharge, and enjoy life
• 🧠 Mental health support – Unlimited, immediate access to professional counseling through Spill—because your well-being comes first
• 💰 Retirement matching – A competitive plan to help you hit your long-term financial goals
• 🌍 Remote-first culture – Work where you're most productive. As a remote-first team, we prioritize flexibility and trust
• 📈 Meaningful equity – You’re helping build something special, and you should share in its success
• 👶 Generous parental leave – Up to 16 weeks of fully paid leave to support new parents
• 📚 Learning budget – Annual funds for courses, books, or anything else that fuels your personal and professional growth
• 💻 Top-of-the-line equipment – MacBook Pro, 4K monitors, and all the right tools to do your best work
• 🤝 A team that’s got your back – Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow

A detailed overview of our benefits can be found here. Apply