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About Recurly:
We empower subscription-based businesses to thrive globally. Our versatile platform streamlines the entire subscription lifecycle, helping market-leading brands worldwide manage their customer relationships effectively.
As a Technical Support Engineer at Recurly, you'll be a key member of our team, dedicated to ensuring a seamless experience for customers and internal stakeholders alike. Your challenge will be to resolve technical issues efficiently, while maintaining adherence to established processes and timelines. You'll provide solutions not only for customers but also support internal teams with resources and guidance, equipping other Technical Support members with the tools they need to deliver exceptional service.
Key Responsibilities- BUILD STRONG RELATIONSHIPS ACROSS THE ORGANIZATION TO INFLUENCE COLLEAGUES AND DRIVE CUSTOMER SATISFACTION.
- Develop comprehensive knowledge of existing customer service processes, workflows, and procedures.
- Foster lasting relationships with our developers and product owners and utilize their expertise to connect customers with the right technical solutions.
- Review technical issues submitted by Support Specialists promptly, ensuring accurate information is provided to the appropriate team in a timely manner.
- Create and maintain documentation and instruction resources related to your role to be utilized by other team members.
- You have 3+ years of related experience providing customer support using industry-leading case management systems and inbound customer support platforms.
- You have experience collaborating with peers and forming agreements across teams.
- Aptitude to quickly learn new technologies; both software and hardware platforms.
- You are skilled at and comfortable with articulating technical problems and issues succinctly and clearly with groups of people.
- You have the ability to troubleshoot technical issues on a variety of clients creatively and efficiently.
- You have experience with JSON and REST APIs (Bonus if you've written your own scripts to get things done faster).
- Experience with server event diagnostics tools.
