Pinpoint
Developer Support Engineer
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Product Reliability Engineer at Pinpoint
We're a high-growth HR tech company building and selling software that helps in-house recruitment teams attract, hire, and onboard the right talent. This is a remote, UK-based role with occasional in-person meetups, part of a team of around 80 (about 30 in Product & Engineering) across the UK, US, and EU.
About the Role
We're growing our Developer Support team and looking for a Product Reliability Engineer to own the full lifecycle of issues: diagnose, fix, and prevent high-impact problems across our configured, platform-style ATS platform.
Key Responsibilities:
- Issue Management: Split between reactive (addressing escalations) and proactive (preventing issues) work—roughly 50/50 focus.
- Tooling & Automation: Build internal tooling to make other teams (Technical Success, Customer Support, Product Squads) self-sufficient, reducing manual pain points.
- Feedback Mechanism: Proactively surface product pain points, recurring issues, and user feedback to Product & roadmap teams for actionable improvements.
- Performance & Reliability: Improve application speed, logging, monitoring, and instrumentation—critical as we scale our infrastructure.
- Root Cause Analysis: Reduce repeat issues and backlog bloat by fixing symptoms and systemic problems.
- AI Embedded Workflow: Leverage AI (Claude Code, specific servers) to accelerate triage, feedback loops, automation, and effectivnes (exploring codebases, understanding context).
- Growth & Ownership: Work lightly in escalation rotations. Ship to production independently within 12 months.
- Cross-functional Impact: Capability scale rapidly—expand write technical solutions as tooling matures.
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Requirements & Preferences
- 3+ years building production web apps (Ruby on Rails 6.x / React + TypeScript) and hands-on ownership of production issue lifecycles (diagnose → fix → prevent). Previous roles should cover similar capacities to Developer Support, Reliability, or Internal Tooling.
- AI-Native: Intuitively drive AI-assisted workflows beyond writing code—exploring unfamiliar codebases, debugging, and embedding AI to eliminate manual toil.
- Start-up Credentials: Scale-up B2B SaaS company background, ideally at a comparable stage.
- High-Agency Resourcefulness: Thrives in ambiguity and rapid development.** First-principle thinking, action-first mentality**.
- Communication that defaults to transparency—schedule progress updates where needed. Others should rarely chase you.
- Motivation in Team Enablement: Your emphasis is boosting others' effectiveness through your work rather than shipping personal features.
- Resilience in Complexity: Our complexity mode spans configurable workflows across multiple personas (recruiters, hiring managers, ops).
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Our Work Approach
- Values-driven hiring – You’ll demonstrate how those values shape your way of leading, collaborating, and deciding.
- AI at Every Inch: Our entire process reaches for AI (Claude Code) as our baseline for eliminating labor and accelerating triomph. AI smooths over repetitive debugging and makes rapid idea cycles possible.
- Startup Rhythms: Priorities shift fast, nothing is rigid, and engineering must thrive on adaptability.
- Culture & Growth: You’ll benefit from ownership upside and should naturally grow visibility through solving challenging problems.
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