Technical Support Engineer (EST)

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

• 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

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, 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 [email protected] 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

Provides technical customer support to online merchants through live chat, email, and occasional phone calls. Troubleshoots issues, gathers context, escalates bugs to engineering, identifies trends, and recommends improvements. The role also contributes to documentation, best practices, incident reporting, and merchant product expertise while collaborating within a remote swarm-support model. The summary above was generated by AI

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.