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Support EngineerRecharge • Remote, California, United States
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Support Engineer

Support Engineer

Recharge • Remote, California, United States
30+ days ago
Job type
  • Full-time
  • Remote
Job description

Job Description:

  • Use your technical expertise and customer service instincts to resolve questions and issues for our online merchants
  • Communicate clearly in writing to both technical and non-technical audiences
  • Make occasional outbound phone calls when an issue needs quick context gathering
  • Diagnose technical issues and guide merchants to resolutions that make their subscription experience smooth
  • Help merchants understand our features and capabilities so they have what they need to succeed and grow
  • Identify patterns and recurring issues, filter out noise, and escalate real bugs to engineering with the context they need to act fast
  • Work day to day in Intercom, and get comfortable moving between them as needed (familiarity with Intercom is a strong plus)
  • Collaborate with teammates in our swarm support model to resolve issues quickly and as a team
  • Be a product expert for our merchants. Know the platform inside and out, and stay current on new releases
  • Contribute to individual, team, and company goals
  • Live by and champion our values: Accountability, Collaboration, Iteration, and Details

Requirements:

  • 2+ years of experience in technical customer support at a SaaS company, ideally in or around the Shopify ecosystem
  • Proficiency with a ticketing platform, ideally Zendesk or Intercom (HelpScout or similar also fine)
  • Excellent written and spoken communication. You can make complex concepts simple and connect with customers warmly
  • A problem-solving mindset. Resourceful, curious, and humble enough to ask for help when you need it
  • A sense of urgency and the ability to prioritize based on severity, with real satisfaction in going above and beyond
  • Comfort with ambiguity and shifting priorities in a fast-moving environment
  • A "winning as a team" attitude: polite, patient, calm, and professional even when things get hectic
  • Basic knowledge of HTML, CSS, and JavaScript (other languages a plus)
  • Comfort with tools like Splunk, SQL, and Looker (or eagerness to learn them)
  • Ability and desire to work flexible shifts, including remote-first collaboration across time zones

Benefits:

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

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