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Tier 3 Global Support Engineer, EMEA

Recurly

London

On-site

GBP 60,000 - 80,000

Full time

9 days ago

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Job summary

A leading SaaS company is seeking a Tier 3 Global Support Engineer to bridge customer support and software engineering. This role involves resolving complex technical issues, collaborating with engineering teams, and ensuring high-quality customer experiences. Ideal candidates will have a strong technical background and a passion for problem-solving. The position offers competitive benefits and the chance to impact customer success.

Benefits

Competitive benefits programs

Qualifications

Proven experience in advanced SaaS support role.
Familiarity with languages such as Ruby, JavaScript.
Ability to simplify complex technical issues.

Responsibilities

Own and resolve complex technical issues.
Investigate and debug software behavior.
Communicate with merchants in a clear manner.

Skills

Customer-first mindset

Technical problem-solving

Multitasking

Education

Experience in SaaS support

Tools

Zendesk

Jira

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About Recurly:

Recurly, Inc., a SaaS company, provides a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Subscription businesses such as Sling TV, FabFitFun, Cinemark and Fubo.tv depend on Recurly to harness the power of the subscription model and drive recurring revenue growth. Since its launch in 2009, Recurly has deployed subscription billing for thousands of companies across 55 countries. Our platform empowers billions of credit card transactions and has enabled customers to recover nearly $1.3 billion in revenue in 2024.

Recurly is backed by Accel-KKR, a leading technology-focused private equity firm with over $10 billion in capital commitments. The partnership offers Recurly access to significant capital and resources to make continued investments in technology and platform innovation and expand our go-to-market initiatives.

As a Tier 3 Global Support Engineer, you’ll play a critical role in bridging the gap between world-class customer support and sophisticated software engineering. This is a highly technical role designed for those with deep curiosity, a passion for software, and a commitment to resolving complex issues that impact our customers.

You’ll serve as an escalation point for the most challenging technical problems—problems that often require reading, understanding, and potentially writing code. Whether it’s debugging issues related to subscription billing flows, integrations, or API behavior, your insights will help ensure a smooth and successful experience for our merchants and internal teams alike.

This role is ideal for someone with a background in software development or a strong understanding of modern coding practices, who is now looking to apply that expertise in a customer-facing, problem-solving context.

Experience in the payments space—especially around subscription billing—is a major plus.

What You'll Do

Own and resolve the most complex technical issues escalated from Tier 1 and Tier 2 Support
Investigate and debug software behavior, including replicating issues and analyzing logs or source code where applicable
Partner closely with Engineering to triage bugs, improve product quality, and ensure effective handoff of verified issues
Act as a technical subject matter expert for the broader Support organization, enabling Tier 1 and Tier 2 teams through documentation, mentorship, and enablement
Communicate with merchants—both technical and non-technical—in a clear, helpful, and empathetic manner
Provide insight and feedback into how Recurly’s support processes, tools, and knowledge base can be improved to reduce friction and improve time to resolution
Proactively review and ensure the quality of technical support responses and maintain high standards of customer care
Serve as a key stakeholder in pre-release product testing and readiness to ensure our customer-facing teams are well-equipped

What We're Looking For

Strong technical background—Proven experience in an advanced SaaS support role, preferably in a high-volume, high-availability environment
Coding experience—Familiarity with languages such as Ruby, Ruby on Rails, JavaScript, Node.js. Comfort writing scripts or analyzing code to troubleshoot issues
Understanding of software engineering principles, RESTful APIs, JSON, and data formats common in web development
Hands-on experience reproducing and diagnosing software bugs, including reading logs and using debugging tools
Customer-first mindset—Ability to simplify complex technical issues for a variety of audiences and drive toward resolution with empathy and professionalism
Ability to multitask across multiple critical issues while maintaining attention to detail
Familiarity with support systems like Zendesk, Jira, or similar platforms
Comfort collaborating cross-functionally, particularly with Engineering and Product teams, to align on priorities and deliver best-in-class customer experiences
Proven experience identifying patterns and proposing process or product improvements

Preferred Qualifications

Payments or fintech experience, especially with recurring billing, payment gateways, or fraud prevention
Experience writing automated tests or working in TDD environments
Exposure to monitoring, observability, or diagnostics tools used in production software environments
Comfort working in Agile/Scrum teams and understanding how support escalations feed into the development cycle
Experience supporting APIs or integrations for enterprise customers

Bonus Points

Experience with Go or interest in learning it
Familiarity with infrastructure-level debugging (server logs, event monitoring, etc.)
Experience contributing to documentation or training for technical teams
A passion for continuous improvement—of yourself, your team, and the customer experience

This is a unique opportunity to combine your love for technology, problem-solving, and customer success into one impactful role. If you're a developer at heart who enjoys untangling technical puzzles and making customers successful, we’d love to hear from you.

As a full-time employee, we offer competitive benefits programs and perks designed to fit your needs and the needs of your family.

Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Recurly is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at talent@recurly.com

Seniority level

Seniority level
Not Applicable

Employment type

Employment type
Full-time

Job function

Industries
Software Development

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