Junior Customer Support Engineer

Job Description

What do we do?

Paddle offers SaaS 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 3000 software sellers in 245 territories globally.

The role:

As a Junior 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.

Our Product teams are made up of an Engineering Manager, a Product Manager and between 4 - 6 engineers, depending on the demands of the team.

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 Solutions and Sales 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.

Tech stack:

• Python (Django) for our Retain and Metrics monolith.

• Docker in production and local development.

• Kubernetes to orchestrate our containers.

• RabbitMQ for our asynchronous message queues.

• Redis for key/value store.

• MySQL, Postgres and S3 for persistent data storage.

• Terraform for infrastructure management.

• Grafana and InfluxDB for monitoring.

What you'll do:

• Become an expert on the Paddle Retain and Metrics suite, including the dashboard and APIs.

• Investigate and resolve where possible emergent issues/questions for all existing customers.

• Be responsible for monitoring parts of our system and investigating alerts

• Help our customers by advising them on the best way to integrate our products.

• Analyse the performance of the companies to support Sales and Product in improvements.

• Work closely with our product and engineering teams, helping them to identify, investigate and test fixes for issues and bugs reported by our customers.

• 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 if you have:

• Knowledge about Python (Django).

• Knowledge of SQL.

• Web development experience using Javascript.

• Experience using APIs.

• An investigative mindset and like to think out of the box.

• An ability to communicate technical concepts with both technical and non-technical audience

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:

Exceptional Together

Execute with impact

Better than Yesterday

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 4 months of paid family leave regardless of gender. 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.