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Engineering Manager & Customer Support

Location

UAE-Remote

Type

Full - Time

Salary

40K - 50K

Department

Advisory

Job Description

  • Lead our Customer Support Engineering teams, providing technical support, prompt resolution time and a leading customer experience.
  • Become an expert on the Paddle product suite, including payment, billing, dashboard, ProfitWell Retain and Metrics.
  • Own, measure and influence the KPIs of the team, including ticket volume, response times, escalations, feedback surveys, and/or other metrics you help define.
  • Lead the hiring and development of Support Engineers in the early stages of their career, coaching and mentoring them into seasoned Engineers.
  • Look for ways to make the team more efficient over time: creating playbooks, identifying processes that can be automated with tooling, escalating or fixing bugs or features which would reduce manual efforts, and becoming a master of process improvement.

Qualifications

  • Lead our Customer Support Engineering teams, providing technical support, prompt resolution time and a leading customer experience.
  • Become an expert on the Paddle product suite, including payment, billing, dashboard, ProfitWell Retain and Metrics.
  • Own, measure and influence the KPIs of the team, including ticket volume, response times, escalations, feedback surveys, and/or other metrics you help define.
  • Lead the hiring and development of Support Engineers in the early stages of their career, coaching and mentoring them into seasoned Engineers.
  • Look for ways to make the team more efficient over time: creating playbooks, identifying processes that can be automated with tooling, escalating or fixing bugs or features which would reduce manual efforts, and becoming a master of process improvement.

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