Recharge, the premier subscription platform for innovative brands on Shopify, is seeking an Associate Technical Support Engineer. This role is crucial for delivering a world-class support experience by resolving technical questions and issues for online merchants primarily via live chat, email, and occasional phone calls.

• Location: Remote
• Shift: 8 am-5 pm EST (with 1 hour unpaid lunch)
• Hiring Range (US): $60,000 USD – $67,000 USD
• Focus: Live chat support, technical troubleshooting, documentation, and product expertise for a growing SaaS subscription platform.

What You’ll Do: Technical Troubleshooting and Merchant Success

The engineer will act as a “Recharge expert,” quickly resolving issues using technical skills while contributing to the company’s knowledge base and goals.

• Frontline Support: Use a “live chat first” approach to quickly answer questions, triage issues, and gather context. Move to email for deeper investigations, with occasional outbound phone calls.
• Technical Problem Solving: Use your technical expertise to resolve questions and issues for online merchants. Identify patterns, troubleshoot, and escalate bugs to engineering.
• Documentation & Knowledge: Contribute to the ongoing development of documentation and best practices. Stay up to date with new releases to serve as a Recharge product expert.
• Collaboration: Work within a swarm support model to resolve issues efficiently. Live by and champion core company values.
• Tools: Use Splunk, SQL, Looker, and other tools for investigation and analysis.

Required Skills and Experience: SaaS Support and Web Fundamentals

The ideal candidate blends strong customer service and communication skills with foundational technical knowledge.

• Experience: 2+ years of experience in technical customer support at a SaaS company, or similar.
• Support Tools Proficiency: Proficiency with a ticketing technology platform (i.e., HelpScout, Zendesk preferred).
• Web Fundamentals: Basic knowledge of HTML, CSS, JavaScript (knowledge of other programming languages a plus).
• Disposition: Resourcefulness, a passion for problem-solving, and a sense of urgency to prioritize issues based on severity.
• Communication: Strong and responsive communicator with excellent customer service and English fluency (written and spoken).
• Data Tools: Ability to use Splunk, SQL, and Looker.