Technical Support Engineer

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Provide support to customers and ensure an exceptional support experience.

• Address inquiries and troubleshoot issues for online merchants through live chat, email, and occasional phone calls.

• Employ a "live chat first" strategy; gather context through triage, transitioning to email for more in-depth investigations as needed.

• Make occasional outbound phone calls when immediate context gathering is essential.

• Recognize patterns, suggest enhancements, filter out minor issues, and escalate bugs to the engineering team.

• Assist in creating documentation and establishing best practices.

• Maintain expertise in Recharge’s products and keep up with new releases.

• Work collaboratively with colleagues in the swarm support model to resolve issues efficiently.

• Contribute to personal, team, and company objectives.

• Uphold Recharge’s core values of Accountability, Collaboration, Iteration, and Attention to Detail.

⛳️ Requirements

• Availability to work from 8am–5pm EST.

• Proficiency with a ticketing system; HelpScout or Zendesk is preferred.

• Resourcefulness and a proactive approach to problem-solving.

• Ability to tackle issues with curiosity and humility, seeking assistance when necessary.

• Capacity to prioritize issues based on their urgency and deliver solutions that exceed expectations.

• Capability to work remotely.

• Skill in identifying trends and proactively reporting potential incidents.

• Excellent customer service skills and fluency in English, both written and spoken.

• A polite, patient, caring, calm, and professional demeanor.

• Basic understanding of HTML, CSS, and JavaScript.

• Familiarity with tools such as Splunk, SQL, Looker, and others.

• Willingness and ability to work flexible shifts.

• Over 2 years of experience in technical customer support within a SaaS company or a comparable environment.

🏝️ Benefits

• Medical, dental, and vision insurance options.

• Retirement plan with employer contributions.

• Flexible Time Off policy.

• Paid Parental Leave.

• Monthly stipends for Remote Life and Merchant expenses.