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# Technical Support Engineer (EST)

- **Company:** ReCharge Payments
- **Location:** United States (Remote available)
- **Experience:** Starter
- **Salary:** $51,000.0 - $75,000.0
- **Contract:** Permanent contract
- **Skills:** HTML, JavaScript (Programming Language), Computer-Aided Design, Artificial Intelligence, Cascading Style Sheets (CSS), Software as a Service, SQL Databases, Zendesk, Splunk, Looker Analytics, Programming Languages
- **Published:** August 29, 2026
- **Apply:** https://jobs.ashbyhq.com/recharge/6e718e44-ef1e-44b0-9b3d-90e569528f66

## About the Role

* 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

## Description

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


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