Customer Support Engineer

What do we do?

Paddle offers digital product companies a completely different approach to their payment infrastructure. Instead of assembling and maintaining a complex stack of payments-related apps and services, we’re a Merchant of Record for our customers. That means we take away 100% of the pain of payment fragmentation. It’s faster, safer, cheaper, and, above all, way better. 

We’re backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North and serve over 5000 software sellers in 245 territories globally. 

The Role:  

As a Customer Support Engineer, you’ll be responsible for providing technical support to our customers and our various internal teams. You’ll help them get the most out of Paddle by debugging issues with existing implementations and expanding their use of our platform and features to meet their current and future challenges.

This is a technical role, and you will be providing support to developers. As such, you'll need to be very familiar with web technologies and be comfortable building and advising on working solutions that solve problems. This will require some hands-on, coding experience.

Working closely with our Customer Success team you'll ensure our customers receive an incredible experience when they come to Paddle for help and advice. You'll also work closely with Product Managers, being the voice of our existing customers and championing improvements for them.

What you'll do: 

• 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.

We'd love to hear from you:

• 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.

Everyone is welcome at Paddle

At Paddle, we’re committed to removing invisible barriers, both for our customers and within our own teams. We recognise and celebrate that every Paddler is unique and we welcome every individual perspective. As an inclusive employer, we don’t care if, or where, you studied, what you look like or where you’re from. We’re more interested in your craft, curiosity, passion for learning and what you’ll add to our culture. We encourage you to apply even if you don’t match every part of the job ad, especially if you’re part of an underrepresented group.
Please let us know if there’s anything we can do to better support you through the application process and in the workplace. We will do everything we can to support any accommodations needed. We’re committed to building a diverse team where everyone feels safe to be their authentic self. Let’s grow together. 

Why you’ll love working at Paddle

We are a diverse, growing group of Paddlers across the globe who pride ourselves on our transparent, collaborative and respectful culture. 

We live and breathe our values, which are:

Paddle for others

Paddle together

Paddle simply

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.