Tier 2 Technical Support Engineer

About Recurly:
Recurly, Inc., a SaaS company, provides a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Subscription businesses such as Sling TV, FabFitFun, Cinemark and Fubo.tv depend on Recurly to harness the power of the subscription model and drive recurring revenue growth. Since its launch in 2009, Recurly has deployed subscription billing for thousands of companies across 55 countries. Our platform empowers billions of credit card transactions and has enabled customers to recover nearly $1.3 billion in revenue in 2024.

Recurly is backed by Accel-KKR, a leading technology-focused private equity firm with over $10 billion in capital commitments. The partnership offers Recurly access to significant capital and resources to make continued investments in technology and platform innovation and expand our go-to-market initiatives.

As Tier 2 Global Support Engineer, you are serving your team members on the frontlines by focusing on technical issues—to help ensure a delightful and successful experience for customers, merchants, prospects, partners, Recurly employees, and just about anyone who needs our assistance. Your challenge will be to ensure the resolution of technical issues alongside our Tier 2 Global Support Engineering team, while ensuring that all standards of process and timelines are met. Not only will you be providing solutions for our customers as an elevated tier of service, but you will also be supporting internal teams with resources and guidance, specifically equipping other Global Support team members with resources to provide solutions more efficiently. You will be a primary stakeholder in developing, maintaining, and improving ways that our Global Support Team serves Recurly customers.

**Responsibilities**:

- Develop relationships across the entire organization to influence others to achieve the best customer experience possible.
- Foster lasting relationships with our developers and product owners and utilize their expertise to connect customers with the right technical solutions.
- Proactively identify technical issues and report them to our Engineering team.
- Assist non-technical team members in answering technical product questions.
- Review technical issues submitted by Tier 1 Global Support Specialists promptly, ensuring accurate information is provided to the appropriate team in a timely manner.
- Develop comprehensive knowledge of existing customer service processes, workflows, and procedures.
- Collaboratively accomplish team goals to maintain and improve customer service standards and best practices.
- Create and maintain documentation and instruction resources related to your role to be utilized by other team members.
- Author knowledge articles to be utilized by our merchant
- May need to handle general inbound communication during seasons of high volume or when day-to-day capacity is necessary.

**Requirements**:

- 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 have a deep understanding of the software development cycle and use that knowledge to inform customer support strategy recommendations.
- You exhibit an excellent grasp of customer service practices.
- You know how to organize complex information into logical steps and sequences.
- 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 strong written and verbal communication skills.
- You are a pro-active problem solver
- You have an advanced understanding of mobile and web-based platforms.
- You have experience with JSON and REST APIs.
- You have experience writing code to gather data from web services and use it for your own purposes.
- Experience with server event diagnostics tools
- You are familiar with CSS, HTML, and JS and have experience with web development.
- Experience being measured and driving against metrics that feed Service Level Objectives and Key Performance Indicators.

As a full-time employee, we offer competitive benefits programs and perks designed to fit your needs and the needs of your family.