Recharge is looking for a Technical Support Engineer in Ireland to support customers and deliver an excellent support experience for our subscription platform. You'll work closely with store owners to answer questions, troubleshoot, and resolve issues.

What You'll Do

Use technical expertise and customer service skills to resolve questions and issues for online merchants.
Communicate clearly in writing to both technical and non-technical people.
Use a 'live chat first' approach to answer questions, triage, and gather context, moving to email for deeper investigations.
Make occasional outbound phone calls with customers when an 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 merchants to help them grow by knowing the product well and staying up to date with new releases.
Collaborate with teammates in a swarm support model to resolve issues in a timely manner.
Contribute to achieving individual, team, and company goals.
Live by and champion company values: Accountability, Collaboration, Iteration and Details.

What We're Looking For

2+ years of experience in technical customer support at a SaaS company, or similar.
A strong and responsive communicator, with excellent customer service and English fluency (written and spoken).
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 ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanor.
Ability and desire to work flexible shifts.
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.

Nice to Have

Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred.
Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus).
Experience using Splunk, SQL, Looker, other tools.

Technical Stack

HTML, CSS, Javascript
Splunk, SQL, Looker

Team & Environment

You will collaborate with teammates in a swarm support model to resolve issues.

Benefits & Compensation

Medical, dental and vision plans
Retirement plan with employer contribution
Flexible Time Off
Paid Parental Leave
Monthly Remote Life and Merchant stipends
Compensation: €46,000-52,000

Work Mode

This is a local-country role based in Ireland.

Recharge Payments is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age.