Hi 👋 I'm Anca, Head of Developer Support.

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. Today, we have a strong foundation in place, with a mature product, rapid growth, strong product market fit, and happy customers.

We're scaling fast: more customers, more integrations, and more people using Pinpoint in complex ways every day. Because customers run their entire hiring process on Pinpoint, reliability isn't a nice-to-have; it's core to our product promise. To that end, we're growing our Developer Support team and hiring a Product Reliability Engineer to stay ahead of that, and it's one of the most interesting engineering seats in the company.

This is not a feature squad role, and it's not a stepping stone to one. Developer Support is fundamentally an enablement function: we fix things, investigate, monitor, and build tooling, but the point of all of it is to make other teams (Customer Support, our new Technical Success team, and the product squads) dramatically more effective. If "enablement" is the kind of work that excites you, keep reading.

The fine print (but way more exciting)

This is a remote, UK based role with occasional in person meetups. We're a team of around 80 (about 30 in Product & Engineering) across the UK, US, and EU.
We are an AI-first team. We reach for AI (Claude Code, MCP servers, and similar) for almost everything: writing code, exploring ideas, getting to the bottom of the codebase, and removing manual toil. This isn't a nice-to-have here; it's how we work.
Our stack is pragmatic and maintainable: Ruby on Rails (6.x), React with TypeScript, PostgreSQL, Sidekiq, and CI/CD via CircleCI (moving to GitHub Actions).
Pinpoint is still very much in startup mode. Priorities shift, not everything is perfectly defined, and we expect people to operate well in that environment.
Our product is a configurable, platform-style ATS serving multiple personas: recruiters, hiring managers, and operations teams across a wide range of complex workflows.
Curious about how we think and build? Our engineers write about it here.
Our values actually matter here. We hire people who reflect them in how they work, collaborate, and make decisions.

About the Role

Own the full lifecycle of issues: triage, diagnose, fix, and prevent high impact problems across the product. Roughly half your time is reactive (the escalation queue), half is proactive (stopping the next ticket before it's raised).
Build internal tooling that makes other teams self sufficient, especially our Technical Success team (part of R&D, there to resolve technical complexity on behalf of every customer facing team). The goal: they get what they need without waiting on engineering. Bulk operations, config changes, diagnostics, automation of anything manual and painful.
Build a world-class feedback mechanism back to the product squads. You'll proactively and visibly feed what you're seeing (product pain, recurring issues, what users are actually reporting) back to roadmap teams and PMs, so it's reliably ingested and the same problems stop coming back.
Make the application meaningfully faster and more performant: instrumentation, logging, monitoring, and hands on performance work. (This matters even more right now as we scale our infrastructure function.)
Dent the backlog: fixing root causes, not symptoms, and removing repeat issues so net throughput keeps improving cycle over cycle.
Reach for AI to make all of the above faster and better: embedding AI into the triage and feedback loop, automating toil, and unlocking the context buried in eight years of codebase and docs.
Work a light weekday escalation rotation, and shipping to production independently within your first year.
The scope of this team is growing fast: as the tooling gets easier to build, what we can take on keeps expanding. There's a lot of room here for someone who wants it.

About You

3+ years building production web applications full stack, including hands on Ruby on Rails and React with TypeScript.
You've owned production issues end to end before (finding, fixing, and preventing recurrence), ideally in a developer support, reliability, internal tooling, or enablement capacity.
AI native, instinctively. You reach for Claude Code (or similar) not just to write code but to explore ideas, understand unfamiliar codebases, and embed AI into nearly everything you do.
High agency and extreme ownership: first principles thinking, extreme resourcefulness, a strong bias for action.
An exceptional communicator who defaults to keeping people in the loop: progress updates, what you've found, where you're stuck. People rarely have to chase you.
Hungry for growth: you don't need a defined progression ladder; you demonstrate it by solving hard problems, taking work off your manager's plate, and growing fast.
Motivated by making teams more effective, not just by shipping your own features.
Startup or scale up B2B SaaS background, ideally a similar stage and size.