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Sr. Support Engineer II

ReCharge Payments · May 5th 2020

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Headquarters: Santa Monica, CA URL:

Overview

With over 10,000 online merchants launching subscriptions and over 1,000,000 subscribers powered by ReCharge, we have a lot of store owners to support. Our mission to make repeat orders easier began five years ago as a bootstrapped startup and today we're at the forefront of recurring billing software with over 175 remote-first employees around the globe processing hundreds of millions of dollars in sales every month.

We're looking for a Tier 2 Technical Support Agent to join our Customer Success team who is resourceful and will use their troubleshooting, analytic, technical and people skills to support our merchants. The Tier 2 Technical Support team has a strong understanding of the ReCharge platform and provides escalation services between Tier 1 and Engineering/Product teams. This role is highly proficient at making the complex simple and able to teach others while also providing a key customer facing escalation and problem validation service.

What You’ll Do

  • Live by and champion our values: #ownership, #empathy, #simple-solutions.
  • Solve and troubleshoot tickets at the code level that have been escalated to the Tier 2 support queue.
  • Work cross-functionally with the Tier 1 Support team and the Product and Engineering teams.
  • Make the complex simple; you'll be able to break down technical concepts and teach to Tier 1 agents and merchants.
  • Make an impact and drive results for the merchant's businesses you support.

What You’ll Bring

  • Previous experience working in technical support for a SaaS company
  • Knowledge of front-end coding languages; html, css & js
  • Knowledge of SQL or other databases with strong analytic and critical thinking skills
  • 6+ months experience communicating data insights to customers or stakeholders
  • Experience creating reports and giving presentations
  • Previous experience troubleshooting data-related questions using reports, dashboards, and direct database querying
  • Experience thinking strategically to interpret underlying market trends in the subscription service and how that impacts the client’s business

Bonus Skills

  • Programming languages logic (reading and debugging codes and logs)
  • Understanding the content of JSON and how to interpret it
  • What is and how to use REST API
  • Understanding of Shopify Liquid

To apply:

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