Support Engineer

🕒 Julho 28

🏄 California – Remoto

🏄 California – Remote

💵 $54.000 - $64.000 / ano

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

📞 Engenheiro de Suporte

🚫👨‍🎓 Sem graduação necessária

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Recharge

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2014

☁️ SaaS

🛍️ Comércio Eletrônico

🤝 B2B

💰 $227.000.000 Series B em 2021-06

SaaS • eCommerce • B2B

Recharge é uma plataforma de comércio por assinatura que ajuda marcas de e-commerce a criar, operar e escalar programas de assinatura. Com foco intenso em lojistas do Shopify, a Recharge oferece gestão de assinaturas, portais de clientes, prevenção de cancelamentos, vendas adicionais/cruzadas, pacotes personalizados, programas de fidelidade e indicação, análises, Concierge SMS apoiado por IA, e APIs/SDKs extensíveis. A empresa disponibiliza soluções empresariais e parcerias práticas, além de declarar importantes métricas em grande escala (por exemplo, gerindo uma grande parte das assinaturas do Shopify, 100 milhões de assinantes, 20. 000 marcas atendidas e mais de US$ 1 bilhão processado por mês).

Descrição

• Use your technical expertise and customer service instincts to resolve questions and issues for our online merchants • Communicate clearly in writing to both technical and non-technical audiences • Make occasional outbound phone calls when an issue needs quick context gathering • Diagnose technical issues and guide merchants to resolutions that make their subscription experience smooth • Help merchants understand our features and capabilities so they have what they need to succeed and grow • Identify patterns and recurring issues, filter out noise, and escalate real bugs to engineering with the context they need to act fast • Work day to day in Intercom, and get comfortable moving between them as needed (familiarity with Intercom is a strong plus) • Collaborate with teammates in our swarm support model to resolve issues quickly and as a team • Be a product expert for our merchants. Know the platform inside and out, and stay current on new releases • Contribute to individual, team, and company goals • Live by and champion our values: Accountability, Collaboration, Iteration, and Details

🎯 Requisitos

• 2+ years of experience in technical customer support at a SaaS company, ideally in or around the Shopify ecosystem • Proficiency with a ticketing platform, ideally Zendesk or Intercom (HelpScout or similar also fine) • Excellent written and spoken communication. You can make complex concepts simple and connect with customers warmly • A problem-solving mindset. Resourceful, curious, and humble enough to ask for help when you need it • A sense of urgency and the ability to prioritize based on severity, with real satisfaction in going above and beyond • Comfort with ambiguity and shifting priorities in a fast-moving environment • A "winning as a team" attitude: polite, patient, calm, and professional even when things get hectic • Basic knowledge of HTML, CSS, and JavaScript (other languages a plus) • Comfort with tools like Splunk, SQL, and Looker (or eagerness to learn them) • Ability and desire to work flexible shifts, including remote-first collaboration across time zones

🏖️ Benefícios

• Medical, dental and vision plans • Retirement plan with employer contribution • Flexible Time Off • Paid Parental Leave • Monthly Remote Life and Merchant stipends