Use your technical expertise and customer service skills to resolve questions and issues for our online merchants
Communicate clearly in writing to both technical and non-technical people
Use our “live chat first” approach to clearly answer questions, triage and gather context as needed, moving to email for any deeper investigations when necessary.
Occasional outbound phone calls with customers when the issue requires quick context gathering
Identify patterns, recommend improvements, filter out unimportant issues, troubleshoot and escalate bugs to engineering
Contribute to the ongoing development of documentation and best practices
Be a Recharge expert for our merchants to help them grow by knowing the product well and staying up to date with the new releases
Collaborate with teammates in our swarm support model to resolve issues in a timely manner
Contribute to achieving individual, team, and company goals
Live by and champion our values: Accountability, Collaboration, Iteration and Details

Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred
Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen
A passion for problem solving and the curiosity and humility to ask for assistance
A sense of urgency and ability to prioritize issues based on severity, with a satisfaction from going above and beyond to provide solutions
Ability to work remotely and desire to make an impact at an industry leader in subscription payments
Ability to identify trends and take a proactive approach when reporting potential incidents
A strong and responsive communicator, with excellent customer service and English fluency (written and spoken)
A ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanor
Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus)
Use Splunk, SQL, Looker, other tools
Ability and desire to work flexible shifts
2+ years of experience in technical customer support at a SaaS company, or similar

Technical Support Engineer

Key skills