Technical Support Engineer (EST)

ReCharge
Anywhere
Workplace: RemoteFull timeUSD 51,000 - 64,000Function: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Communication","Problem-solving","Triage","Prioritization","Teamwork"]

Provide technical support to Recharge’s merchants as part of the EST Customer Success team. Resolve customer questions and issues through live chat, email, and occasional phone calls, using ticketing tools to triage, troubleshoot, and escalate bugs to engineering. Communicate clearly with both technical and non-technical users, identify recurring patterns, and help improve documentation, best practices, and merchant success.

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FursaFursa
ReCharge
ReCharge
3 days ago

Technical Support Engineer (EST)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Provide technical support to Recharge’s merchants as part of the EST Customer Success team. Resolve customer questions and issues through live chat, email, and occasional phone calls, using ticketing tools to triage, troubleshoot, and escalate bugs to engineering. Communicate clearly with both technical and non-technical users, identify recurring patterns, and help improve documentation, best practices, and merchant success.
Location: Anywhere
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Resolve technical questions and issues for online merchants using live chat and email.
  • •Communicate clearly in writing to technical and non-technical customers while gathering necessary context.
  • •Triage incoming requests, identify patterns, recommend improvements, and troubleshoot or escalate bugs to engineering.
  • •Contribute to documentation and best practices for support.
  • •Collaborate in a swarm support model to resolve issues in a timely manner and meet team goals.

Pay and Benefits

Salary: USD 51,000 - 64,000
Perks:Health InsuranceDentalVisionRetirementFlexible TimePaid LeaveParental LeaveMonthly Stipends

Key Requirements

  • •2+ years of technical customer support experience at a SaaS company or similar
  • •Proficiency with a ticketing technology platform (HelpScout or Zendesk preferred)
  • •Ability to communicate clearly in writing with both technical and non-technical people
  • •Basic knowledge of HTML, CSS, and JavaScript (other languages a plus)
  • •Use Splunk, SQL, Looker, or other tools; ability to work flexible shifts and prioritize by severity
Experience:2+ yearsSaaSCustomer support
Skills:CommunicationProblem-solvingTriagePrioritizationTeamwork
Languages:English
Tech Stack:HelpScoutZendeskLive chatEmailHTMLCSSJavaScriptSplunkSQLLooker

Company Brief

ReCharge
Provides subscription billing and management solutions for online merchants, enabling recurring payments, customer retention, and subscription commerce tools for e-commerce platforms and direct-to-consumer brands.
Industry: Payments
Headquarters: Montreal, Canada
Founded: 2014
Website