Associate Technical Support Engineer

Who we areWhat you'll do:

  • 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
What you'll bring
  • 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
Compensation
  • Medical, dental and vision plans
  • Retirement plan with employer contribution
  • Flexible Time Off
  • Paid Parental Leave
  • Monthly Remote Life and Merchant stipends

Recharge

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