Technical Support Engineer
New
R
RechargeSaaS Subscription Commerce
Hiring range in the US / Hiring range in Canada, 8am-5pm ESTFull-TimeMiddle
Salary51,000 USD - 75,000 CAD per year
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Job Details
- Languages
- English fluency (written and spoken)
- Experience
- 2+ years of experience in technical customer support at a SaaS company, or similar
- Required Skills
- SQLHTMLCSSJavascriptSaaSZendeskLookerTechnical support
Requirements
- 2+ years of experience in technical customer support at a SaaS company, or similar.
- Proficiency with a ticketing technology platform (HelpScout or Zendesk preferred).
- Basic knowledge of HTML, CSS, and Javascript.
- Experience using tools such as Splunk, SQL, and Looker.
- English fluency (written and spoken).
- Availability to work 8am-5pm EST.
- Strong problem-solving skills with the ability to prioritize based on severity.
- Ability to communicate technical concepts to both technical and non-technical audiences.
Responsibilities
- Resolve merchant questions and technical issues using live chat, email, and occasional phone calls.
- Triage issues, gather necessary context, and conduct deep investigations where needed.
- Identify patterns, recommend platform improvements, and escalate bugs to the engineering team.
- Contribute to the ongoing development of internal documentation and best practices.
- Collaborate within a swarm support model to ensure timely issue resolution.
- Act as a product expert to assist merchants with growth and platform utilization.
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