Technical Support Engineer (EST) @Recharge

Overview

The role is a Technical Support Engineer position within Recharge’s Customer Success team. This remote position involves supporting customers by delivering a world-class support experience while working primarily with store owners during EST hours.

Key Responsibilities

• Resolve questions and issues for online merchants using technical expertise and customer service skills.
• Communicate clearly with both technical and non-technical individuals.
• Utilize a “live chat first” approach to handle inquiries and escalate deeper investigations via email when necessary.
• Conduct occasional outbound phone calls for quick context gathering.
• Identify patterns, recommend improvements, troubleshoot issues, and escalate bugs to engineering.
• Contribute to documentation and best practices development.
• Stay updated on product releases to assist merchants effectively.
• Work collaboratively in a team-oriented support model to resolve issues timely.
• Achieve individual, team, and company goals while upholding company values.

Requirements

• Proficiency with ticketing technology platforms such as HelpScout or Zendesk.
• Strong resourcefulness and ability to prioritize issues based on severity.
• Excellent problem-solving skills, curiosity, and humility to seek assistance.
• Strong written and verbal communication skills in English.
• Basic knowledge of HTML, CSS, and JavaScript.
• Experience with tools such as Splunk, SQL, and Looker is a plus.
• 2+ years of technical customer support experience in a SaaS company or similar environment.
• A ‘winning as a team’ attitude with a professional demeanor.

Benefits

• Medical, dental, and vision plans.
• Retirement plan with employer contribution.
• Flexible Time Off.
• Paid Parental Leave.
• Monthly Remote Life and Merchant stipends.

Location

This is a remote position, aligned with the EST time zone.

How to Apply

If interested, please submit your application through the provided link.

Deadline

Application window anticipated to close on September 30, 2026.