Technical Support Engineer (EST)

Recharge; United States; On-site; USD 51,000 - 64,000; Full time

Benefits offered by this job

Medical plans

Dental plans

Vision plans

Retirement plan

Flexible time off

Parental leave

Remote stipends

Job summary

Recharge is a subscription platform powering growth for over 20,000 brands. This technical support role supports merchants via live chat, email, and occasional calls, aligned to EST hours to help drive retention and revenue.

You’ll resolve issues, document best practices, and act as a Recharge expert to help merchants scale with new releases. This is a remote, US-based position with a focus on customer success.

Qualifications

• 2+ years of experience in technical customer support at a SaaS company.
• Strong written and spoken English.
• Ability to work remotely and manage priorities.

Responsibilities

• Use your technical expertise and customer service skills to resolve questions and issues for online merchants.
• Communicate clearly in writing to technical and non-technical people.
• TriagE and escalate bugs to engineering when needed.

Skills

Customer service

Written English

Problem solving

Prioritization

Remote work

Tools

Help Scout

Zendesk

Splunk

SQL

Looker

HTML/CSS/JS

Job description

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

Known for its relentless product innovation and focus on ease of use, 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 more successfully 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.

Learn more at: getrecharge.com

Overview

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 - this role is aligned to our EST support team. We are looking for candidates who are able to work from 8am-5pm EST.

What You’ll Do

• 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

What You’ll Bring

• 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
• Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus)
• 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 $51,000 USD - $64,000 USD
• Hiring range in Canada $60,000 CAD - $75,000 CAD

Interview recording & AI notetakers

To protect privacy, legal compliance, and interviewer/candidate experience, recording, transcribing, or using AI notetaker tools during interviews is not permitted without our prior written consent. Handwritten notes are welcome. If you need an accommodation (e.g., captions), email [e-mail] before your interview-we'll arrange an approved solution.

Benefits At a Glance

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

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.