Support Engineer

🔥 25 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $54k - $64k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

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Recharge

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

☁️ SaaS

🛍️ eCommerce

🤝 B2B

💰 $227M Series B on 2021-06

SaaS • eCommerce • B2B

Recharge is a subscription commerce platform that helps e-commerce brands build, run, and scale subscription programs. Focused heavily on Shopify merchants, Recharge provides subscription management, customer portals, churn prevention, upsell/cross-sell, bundles, loyalty and referral programs, analytics, AI-powered Concierge SMS, and extensible APIs/SDKs. The company offers enterprise solutions and hands-on partnership and claims large scale metrics (e. g. , powering a major share of Shopify subscriptions, 100M subscribers, 20,000 brands served, and $1B+ processed per month).

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

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