Technical Support Engineer

ReCharge Payments; Remote; CAD 70,000 - 74,000; Full time

Job summary

A leading subscription platform is seeking a Technical Support representative to assist customers in resolving issues and delivering exceptional service. This fully remote role requires proficiency in customer support technologies like HelpScout or Zendesk, problem-solving skills, and over 2 years experience in a SaaS environment. The ideal candidate should communicate effectively with diverse stakeholders and be adaptable to working flexible shifts. Our company offers a competitive salary range of $70,000 - $74,000 CAD, plus comprehensive benefits.

Benefits

Medical, dental and vision plans

Retirement plan with employer contribution

Qualifications

• 2+ years of experience in technical customer support at a SaaS company.
• Ability to work remotely and a desire to impact subscription payments.
• Strong communication in English, both written and spoken.

Responsibilities

• Resolve questions and issues for online merchants using your technical expertise.
• Communicate effectively with both technical and non-technical customers.
• Contribute to documentation and best practices for support.

Skills

Proficiency with HelpScout or Zendesk

Problem-solving skills

Customer service experience

SQL and Looker knowledge

Excellent communication skills

Tools

HelpScout

Zendesk

Splunk

Job description

Overview

Recharge is the subscription platform for the world’s fastest-growing and most innovative brands. Recharge is Shopify’s premier subscription solution, on a mission to build the future of commerce around customer retention.

Recharge helps merchants deliver seamless customer experiences that drive customer retention and revenue growth. The Recharge platform leverages data from over 100 million shoppers to help brands set up, manage, and grow their subscription businesses.

Recharge is a hands-on partner to over 20,000 brands globally — including quip, Dr. Squatch, Blueland, Estrid, Oats Overnight, Bobbie, and more.

In a Technical Support role for our Customer Success team, you are responsible for supporting our customers and delivering a world-class support experience. You work closely with store owners to answer questions, troubleshoot and resolve issues via live chat, email and occasional phone calls.

Please note, our Technical Support team works in shifts to provide 24/7 support to our merchants. This role will be a late PST shift and hours will be from 12pm-9pm PST with a 1 hour unpaid lunch.

Responsibilities

• 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

Qualifications

• 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
• 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

Recharge’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. Salary ranges are designed to be competitive and aligned with country specific practices, while individual compensation is determined by skills, qualifications, and experience. The compensation listed is not inclusive of any equity and benefits that might exist in your total compensation package.

Hiring range in the US

$60,000 USD - $64,000 USD

Hiring range in Canada

$70,000 CAD - $74,000 CAD

Benefits at a Glance

• Medical, dental and vision plans
• Retirement plan with employer contribution

Recharge Payments is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. Recharge Payments prohibits any form of workplace harassment.