Customer Support Engineer

Summary

Join Paddle as a Customer Support Engineer and provide technical support to customers and internal teams. You will help them optimize their use of Paddle's platform and features by debugging issues and expanding their implementations. This role requires strong technical skills, including proficiency in web technologies, coding experience, and the ability to communicate technical concepts effectively. You will work closely with the Customer Success team to ensure exceptional customer experiences and collaborate with Product Managers to advocate for customer improvements.

Requirements

• You have more than 2 years of experience using Javascript, HTML, and CSS with an understanding of how the technologies work together
• You have good SQL knowledge
• You are comfortable implementing our own checkout (we'll test this!)
• You have experience using and integrating APIs
• You have an investigative mindset and like to think out of the box
• You are comfortable communicating and discussing technical concepts with both technical and non-technical audiences
• Have basic programming experience in one of the following: Python, Ruby or PHP

Responsibilities

• Become an expert on the Paddle product suite, including the checkout, dashboard, and APIs
• Investigate and resolve where possible emergent issues/questions for all existing customers in a timely fashion
• Help our customers create better integrations with Paddle and make the most of all our features
• Advise customers on how to use our product most effectively
• Bridge the gap between customer-facing teams and Product & Engineering, collaborate closely with P&E to find solutions to complex issues promptly
• Dissect intricate problems, analyse logs and if applicable propose effective fixes
• Identify bugs and help prioritise development efforts, ensuring critical issues receive prompt attention
• Be the voice of our customers and pass on feedback and the challenges our customers are facing to our Product team, ensuring a continuous cycle of improvement

Benefits

• We offer a full suite of benefits, including attractive salaries, stock options, retirement plans, private healthcare and well-being initiatives
• We are a ‘digital-first’ company , which means you can work remotely, from one of our stylish  hubs, or even a bit of both!
• We offer all team members unlimited holidays and enhanced parental leave
• We invest in learning and will help you with your personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training