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Salary: USD 51,000 - 64,000 / annual
Recharge is the subscription platform for the world's fastest-growing brands, serving over 20,000 merchants globally including quip, Dr. Squatch, and Blueland. As a Technical Support Engineer on the Customer Success team, you'll be the technical expert supporting online merchants through live chat, email, and occasional phone calls.
You'll use your technical expertise and customer service skills to resolve questions and troubleshoot issues for store owners. Your responsibilities include communicating clearly with both technical and non-technical users, triaging issues via live chat, conducting deeper investigations via email, and making occasional outbound calls when needed. You'll identify patterns in support requests, recommend product improvements, filter out noise, troubleshoot issues, and escalate bugs to the engineering team.
You'll contribute to documentation and best practices development, stay current with product releases to be a Recharge expert for merchants, and collaborate with teammates in a swarm support model. The role requires proficiency with ticketing platforms like HelpScout or Zendesk, basic knowledge of HTML, CSS, and JavaScript, and familiarity with tools like Splunk, SQL, and Looker.
Key qualities include resourcefulness, problem-solving passion, sense of urgency, ability to prioritize by severity, strong written and verbal communication, and a team-oriented attitude. You'll work EST hours (8am-5pm) with flexibility for shift variations. This is an ideal role for someone with 2+ years of technical customer support experience at a SaaS company who wants to make an impact at an industry leader in subscription payments.
