Head of Customer Engineering

Pinpoint; Remote; GBP 75,000 - GBP 100,000; Full time

Job summary

A dynamic HR tech company is seeking a Head of Customer Engineering to oversee customer solutions and technical success. This remote role will involve managing two teams responsible for Technical Account Management and Careers Site Support, ensuring high-quality service and operational excellence. Candidates should possess significant experience in customer-facing technical roles, ideally with a strong background in startup environments. The position offers comprehensive healthcare and unlimited holidays, among other benefits.

Benefits

Comprehensive healthcare

Unlimited holidays

Mental health support

401k or pension contributions

Fully paid parental leave

Learning budget

Qualifications

• Experience managing customer-facing technical teams.
• Meaningful experience in Technical Account Management or similar roles.
• Recent experience in a startup or early-stage scale-up environment.

Responsibilities

• Oversee and build Technical Account Management function.
• Join complex customer calls for technical context.
• Lead and manage Careers Site Support team effectively.

Skills

Technical fluency around APIs

Experience in customer-facing technical roles

Strong problem-solving skills

Ability to manage teams

Job description

Overview

Department: Engineering

Employment Type: Full Time

Location: United Kingdom

Reporting To: VP of Engineering

Description

Hi I’m Dom, VP of Engineering at Pinpoint. We’re a high-growth HR tech company building software that helps in-house recruitment teams attract, hire, and onboard the right talent. We have a mature product, strong product–market fit, and a growing base of enterprise customers.

As the business has grown, more and more critical technical customer work has landed outside any clear owner. That work spanning delivery, integrations, data, and customer-facing enablement like career sites currently sits across multiple teams and often ends up with the CTO or VP of Engineering.

That’s where you come in. We’re establishing Technical Success as a dedicated function for the first time, and we’re hiring a Head of Customer Engineering to own it end to end.

From day one, you\'ll manage two teams (4 direct reports today), Technical Account Management and Careers Site Support, and bring them together under a single operating model. You\'ll own technical customer outcomes across delivery and enablement, overseeing Technical Account Management, which handles implementations, integrations, data work, and complex escalations, and Careers Site Support, which builds and maintains customer-facing career sites used by Sales and customers.

You’ll act as the primary escalation point for complex technical issues, unblock Sales and CS, protect Engineering from ad-hoc work, and turn what is currently fragmented into something predictable, scalable, and trusted.

The fine print (but a bit more exciting):

Responsibilities

• This is a remote role based in the UK, with occasional in-person meetups
• Understand APIs, integrations, data flows, and system constraints under the hood
• Scale impact through process, tooling, and prioritisation rather than just adding headcount
• Spend a meaningful amount of time in the weeds early on, earning credibility by doing the work alongside the team
• Role suits hands-on delivery and operational ownership over pure strategy or advisory work
• Success is measured by clear ownership of Technical Success, reduced CTO/VP Engineering day-to-day involvement, faster onboarding, trust from Sales and CS, and visibility into quality, throughput, and team capacity
• Values matter and are reflected in how you work, collaborate, and decide

About the Role

• Oversee the Technical Account Management (TAM) function day-to-day and build the function from the ground up
• Own the quality and consistency of enterprise configurations, integrations, and technical delivery
• Join complex customer calls when deep technical context or escalation is required
• Act as the technical counterpart to Sales, CS, Implementation, and Developer Support
• Drive the move toward self-service by identifying repeat work and reducing Engineering dependency

• Lead and manage the Careers Site Support team responsible for customer- and sales-facing career sites
• Ensure career sites are delivered on time, maintained consistently, and support Sales and CS
• Own enablement workflows that support new deals, onboarding, and ongoing customer success
• Identify opportunities to improve efficiency and operational excellence across career site work

• Lead and manage a small, high-output team spanning Technical Account Management and Careers Site Support
• Unblock your team by setting priorities and making decisions
• Hire, onboard, and develop future team members
• Define and track metrics that show quality, throughput, and efficiency
• Own capacity planning and throughput and assess scaling needs
• Identify tooling gaps and build a case for investment

About You

• Meaningful experience in customer-facing technical roles such as Solutions Engineering, Technical Account Management, Implementation, or Customer Engineering
• Recent and substantial experience in a startup or early scale-up environment, comfortable building structure from scratch
• Experience managing customer-facing technical teams with accountability for delivery quality, prioritisation, and escalations
• Experience with complex, configurable B2B SaaS products and enterprise customers
• Strong technical fluency around APIs, integrations, and data flows in a B2B SaaS environment to diagnose issues and identify tooling gaps

• Technical Account Management (2 people today): owns technical delivery for enterprise customers, including configuration, integrations, escalations, data migrations, and ad-hoc requests. TAMs take technical work off CSMs and Implementation Managers and act as first-line deep technical support.
• Careers Site Support (2 people today): Front-end developers building and maintaining customer-facing career sites for Sales prospects and customers, supporting demos, onboarding, and ongoing changes.

• This role reports to the VP of Engineering
• Sitting in Engineering gives Technical Success leverage to protect engineers from ad-hoc customer work and create clearer escalation paths

Very hands-on. You’ll be close to the work — joining customer calls when escalation or deep technical context is needed, working with TAMs and Careers Site Support, and getting into the detail of how delivery and enablement actually happen today.

Your initial focus will be on understanding the product and the reality on the ground. You’ll build deep product mastery across implementations, integrations, data work, and career sites, while also getting hands-on with live customer issues and onboarding. The goal is to identify gaps in playbooks, processes, and ownership.

Core playbooks should exist for the main Technical Success workstreams and common scenarios. You’ll define a clear operating model across Technical Account Management and Careers Site Support, understand the customer base, and set clearer priorities with better visibility into capacity and trade-offs.

Around the 90-day mark, the function should feel more predictable. Team structure will be defined, hiring may be underway, and you’ll deliver early wins with reduced CTO/VP Engineering involvement in day-to-day technical customer work.

Technical Success should be a clearly owned function with visibility into customer health and delivery quality. Onboarding is faster and more consistent, and Sales and CS know when to involve Technical Success. You\'ll earn credibility by being close to the work and delivering results.

What We Offer

• Comprehensive healthcare – medical, dental, and vision coverage for you and your family
• Unlimited holidays – take the time you need to rest and recharge
• Mental health support – access to professional counseling
• Retirement contributions – 401k or pension contributions depending on location
• Remote-first – work where you\'re most productive
• Equity with real upside – share in long-term value
• Fully paid parental leave – up to 16 weeks for new parents
• Learning budget – annual funds for courses, books, or growth opportunities

A detailed overview of our benefits can be found here.