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Engineering Manager - Customer Success

About Pragma

Pragma is supporting healthy and vibrant online communities by creating a backend game engine— a platform of services and tools that enable game studios to launch live-service games.

You'll be joining a passionate, remote-first team (PT time zone) comprised of people that have scaled games such as League of Legends and Destiny 2 and many more games while at Riot, Bungie, PopCap, and EA. Team members have also scaled platforms at traditional tech companies including Google, Amazon, Microsoft, SendGrid and Tableau. We are grateful to have partnered with top-tier investors including Greylock, Upfront Ventures and Insight Partners

About the Role

We're looking for an experienced Engineering Manager to join our Customer Success team. You will be responsible for the hiring, onboarding, and professional growth of Customer Success Engineers that support game studios implementation of the Pragma Platform. We want to provide our customers with an experience that makes them feel like we are part of their development team, not an external third party.

As a customer focused leader and engineer, you and your team CSEs will be jumping in with game studios from around the world, bringing your curiosity, collaboration and engineering skills to help them be successful with the Pragma ecosystem. You will provide deep subject matter expertise on the implementation of Pragma platform to support studios on boarding, unblock their development, and create lasting educational artifacts. This includes solutions engineering, technical support, and technical mentorship within Pragma and directly with game engineers.

Responsibilities

• Hire, manage, and mentor new Customer Success Engineers on the implementation of the Pragma Platform.
• Contribute to Pragma’s Customer Success strategy and team mission.
• Identify, measure, and drive continuous improvement in alignment with Pragmas values.
• Partner with Customer Success Managers to onboard new studios through design exercises, integration meetings, and the development of the right examples to ensure a studio's success.
• Track, support, and communicate game studios progress vs. their technical goals and help them achieve them.
• Act as the subject matter expert for studios on using Pragma, and solving their technical problems async via slack or in direct enablement sessions with developers.
• Advise customers on new Pragma features, releases, and partner integration by developing examples, performing demonstrations, or coordinating proof of concept projects with studios.
• Help develop and deliver example code and training materials, demonstrating best practices and the value of the Pragma Platform.

• Reflect to your team, sales, and product management how studios are using Pragma through internal documentation, training materials and demos.

Qualifications

• Well proven leadership and management experience.
• Strong communication skills with the ability to explain deeply technical topics simply, and facilitate collaboration with a wide variety of customers.
• Experience integrating to remote applications, especially game platforms.
• Experience with services in an enterprise language, such as Java, Kotlin, C#, or similar.
• Deep empathy for game engineers and a desire to improve their quality of life.
• Active learner with the ability to pick up new technologies quickly.
• A customer-oriented mindset that prioritizes problem solving.
• Game development or work with game engines like Unreal and Unity are a plus.

Job Benefits

• A remote-first work environment with semi-annual in-person meetups
• Competitive pay
• 100% employer-paid medical, dental, vision coverage for primary policyholders; 80% employer-paid coverage for eligible dependents.
• 401(k) retirement plan with company match
• Flexible vacation
• Remote friendly perks such as snacks delivered monthly
• Paid parental and family care leaves
• Long term and short term disability

Pragma is committed to creating a diverse work environment. All qualified applicants will receive consideration without regard to race, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.