SaaS Support Engineer — Subscriptions & Merchants

ReCharge Payments; United States; Hybrid; USD 60,000 - 80,000; Full time

Job summary

ReCharge Payments is seeking a Technical Support Specialist to help our merchants maximize the value of our subscription platform. You will troubleshoot issues, answer questions, and ensure every interaction leaves customers confident they’re in good hands.

The role involves 24/7 coverage with shifts on the West Coast (roughly 8am–5pm PST, with a one-hour lunch). The ideal candidate has 2+ years of technical SaaS support experience, proficiency with Zendesk or Intercom, and excellent written and

Qualifications

• 2+ years of experience in technical customer support at a SaaS company.
• Proficiency with a ticketing platform (Zendesk, Intercom, Help Scout).
• Excellent written and spoken communication; ability to simplify complex concepts for customers.
• Empathetic, resourceful, and patient; turn frustrating problems into positive experiences.

Responsibilities

• Resolve questions and issues for our online merchants using technical know-how.
• Communicate clearly in writing to both technical and non-technical audiences.
• Make occasional outbound calls to gather quick context when needed.
• Diagnose technical issues and guide merchants to smooth subscription experiences.
• Explain platform features to help merchants grow and succeed.
• Identify recurring issues and escalate bugs to engineering with context.
• Collaborate with swarm support to resolve issues quickly as a team.
• Be a product expert and stay up-to-date with new releases.
• Uphold company values: Accountability, Collaboration, Iteration, Details.

Skills

Technical support

Customer service mindset

Written communication

Tools

Zendesk

Intercom

Help Scout

Job description

ReCharge Payments is seeking a Technical Support Specialist to help our merchants maximize the value of our subscription platform. You will troubleshoot issues, answer questions, and ensure every interaction leaves customers confident they’re in good hands.

The role involves 24/7 coverage with shifts on the West Coast (roughly 8am–5pm PST, with a one-hour lunch). The ideal candidate has 2+ years of technical SaaS support experience, proficiency with Zendesk or Intercom, and excellent written and