Technical Support Engineer, Payments Team at Recurly

| Greater Boulder Area
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Recurly is growing! Join us to make subscriptions a competitive advantage for businesses worldwide. Do you have excellent communication skills? Do you enjoy solving problems and contributing to a team? Do you want the flexibility to work from home while still contributing to the whole of the company? Then we would love to hear from you! The support team at Recurly is a critical part of our success, and we are looking for the best people out there. We take the success of our customers incredibly seriously. We feel their joy. We feel their pain. Are you ready to help make our customer successes your own?  
The most important criteria for joining our support team is curiosity, critical thinking and willingness to learn. We are also very interested in individuals who have a track record of finding creative solutions to unique problems, and who will thrive in challenging situations. The Support Agent is responsible for providing high-quality technical support for Recurly customers. This role will also work on other programming and documentation projects as required.
We are looking to hire in San Francisco, Boulder, New Orleans, or remotely in the following states: California, Colorado, Illinois, Louisiana, North Carolina, New Jersey, Oregon, South Carolina, Washington, Arizona, Georgia, Massachusetts, Minnesota, Montana, Ohio, Pennsylvania.

Responsibilities

  • Exceed customer satisfaction, efficiency metrics, and issue resolution targets
  • Troubleshoot and resolve customer service inquiries via email, and telephone inquiries while building and maintaining positive relationships with customers
  • Reproduce and report bugs to our development team, escalate as needed.
  • Work with the development team to resolve complex merchant issues
  • Documentation of new and existing features
  • A desire to continuously learn and ramp-up on new Recurly applications
  • Communicate up and down with the Technical Support and Product departments for trends and issues
  • Learn and specialize in a segmented area of the Recurly product; know all the details of that product area and manage projects around that area

Requirements

  • Strong technical troubleshooting, problem-solving skills and the ability to think analytically while working in a fast-paced environment
  • Passion for being the go-to in customer service
  • Clear telephone communication and ability to quickly problem solve
  • Excellent written communication skills, both in tone and technical descriptions
  • Previous technical support experience supporting a SaaS application
  • Successful track record working in a high-volume environment
  • Results-oriented, attention to detail, ability to prioritize multiple objectives and projects
  • Self-motivated and driven personality; able to work remotely
  • Familiarity with basic API functions (GET, POST, etc.)

Bonus Points

  • Prior Fintech support experience
  • Data analysis skills
  • Accounting background (tracking credits, reconciliations)

About Recurly
Recurly, Inc. provides a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Subscription businesses such as Sling TV, BarkBox, Asana, 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 42 countries.
Offices located in San Francisco, California, Boulder, Colorado, and New Orleans, Louisiana

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • ProductPlanManagement
    • HubSpotCRM
    • SalesforceCRM
    • SendGridEmail

Location

Our Boulder office is two blocks from the Pearl Street Mall, in the heart of downtown Boulder with a mix of shops, restaurants, bars, and gardens.
"I've Never Felt So Supported In My Career": How Recurly Ensures Its People Constantly Grow
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An Insider's view of Recurly

What projects are you most excited about?

At Recurly, we always try to innovate and identify better solutions for our merchants. I am really excited about the machine learning projects at Recurly. These are challenging problems where we can leverage our data to deliver a great product for our merchants.

Vineet

Data Scientist

How has your career grown since starting at the company?

I have been able to reach the next level technically, and have greatly increased my ability to improve the work of everyone around me.

Dania Simmons

Technical Lead

How do you empower your team to be more creative?

At Recurly, we are always seeking new and more efficient ways of getting work done. Solving complex problems and incremental improvement is in our DNA. We encourage collaboration on innovative ideas and new methods, experiment often, and debrief on the results. This cycle uncovers insights that drive efficiency and effectiveness.

Stacey Snyder

Director of Quality Assurance

What's the biggest problem your team is solving?

Our merchants are reaching for the stars. The Customer Success team… we are the partner with a rocket ship.

Lucien Heart

Senior Customer Success Manager

What are Recurly Perks + Benefits

Recurly Benefits Overview

We offer a comprehensive benefits plan to employees, their spouse or their domestic partner, and their children.

In addition to the full benefits, we provide some great perks such as 401K, Company Equity, Flex Time Off, Catered Meals Daily, Social Events, Training/Development, Casual Dress, Pet Friendly and much more!

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
We have a Recharge committee that is devoted to planning office events and volunteer days. We also have employee led groups for shared interests such as happy hour, hiking and book clubs.
Daily stand up
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We offer an FSA for both health care ($2,700) and dependent care ($5,000). We offer a Health Savings Account (HSA) and the company contributes $600 for individuals and $1,200 for families each year.
Dental Benefits
The Guardian dental PPO covers up to $2,000 annual maximum per person in dental costs a year.
Vision Benefits
Vision coverage is offered through VSP as a PPO plan.
Health Insurance Benefits
We offer two Cigna plans; a low deductible ($250) and a high deductible health plan ($1,500) plan. The HDHP is linked to the HSA. We also offer Kaiser Colorado.
Life Insurance
Basic life and AD&D and the option to elect voluntary life & AD&D
Pet Insurance
Coverage is through Nationwide Pet Insurance.
Retirement & Stock Options Benefits
401(K)
Recurly's 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Recurly offers up to 6 weeks paid and 12 weeks of unpaid (runs concurrently), job-protected leave per year, as well as maintained health benefits.
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
We believe in providing a great work/life balance and flexibility at Recurly. FTO is not earned or accrued, and does not consist of a set number of days per year for full time exempt employees.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
We have two options. The Parking Spending Account is used to pay for eligible parking expenses near our office. EcoPass is offered for those that commute to work via bus and light rail.
Company Outings
Recurly has quarterly team outings, including a company-wide annual holiday party, for all employees and a guest and summer events.
Free Daily Meals
We provide free breakfast on Monday, Wednesday. Employees get free lunch on Tuesday, Thursday, Friday.
Stocked Kitchen
Happy Hours
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Promote from within

Additional Perks + Benefits

Recurly also offers various other benefits such as an Employee Assistance Program, Legal Services, Identity Theft, and Travel Assistance Services.

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