Technical Support Engineer

🔥 14 hours ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $51k - $64k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Support customers and deliver a world-class support experience • Answer questions and troubleshoot and resolve issues for online merchants via live chat, email and occasional phone calls • Use a “live chat first” approach; triage and gather context, moving to email for deeper investigations when necessary • Make occasional outbound phone calls when quick context gathering is required • Identify patterns, recommend improvements, filter unimportant issues, troubleshoot and escalate bugs to engineering • Contribute to documentation and best practices • Maintain expertise in Recharge’s product and stay current with new releases • Collaborate with teammates in the swarm support model to resolve issues promptly • Contribute to individual, team and company goals • Champion Recharge’s values of Accountability, Collaboration, Iteration and Details

🎯 Requirements

• Able to work from 8am–5pm EST • Proficiency with a ticketing technology platform; HelpScout or Zendesk preferred • Resourcefulness and ability to find ways to make things happen • Problem-solving ability and curiosity and humility to ask for assistance • Ability to prioritize issues based on severity and provide solutions beyond expectations • Ability to work remotely • Ability to identify trends and proactively report potential incidents • Excellent customer service and English fluency, written and spoken • Polite, patient, caring, calm and professional demeanor • Basic knowledge of HTML, CSS and JavaScript • Familiarity with Splunk, SQL, Looker and other tools • Ability and desire to work flexible shifts • 2+ years of experience in technical customer support at a SaaS company or similar

🏖️ Benefits

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