Technical Support Engineer, Tier III

| 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! Recurly is looking for an experienced (Tier III) Support Engineer to join our Technical Support team! At Recurly, we are all about our customers! We are passionate about providing fast, efficient, and friendly service. The Technical Support team is an integral part of our business, and we want to grow our organization with dedicated individuals. As part of an advanced and collaborative technical support team the Engineer will manage ticket escalations on the Recurly API from our customer-facing chat agents and application specialists and work directly with customer development teams by responding through email or the occasional phone interaction. This contributor role will support the business by answering customer questions on the API and implementation in the customer network environments, perform server log analysis, test/troubleshoot API issues and make solution recommendations. This role will provide support as necessary to both the customer and to Internal Recurly teams. 

Responsibilities:

  • Exceed customer satisfaction, efficiency metrics, and issue resolution targets
  • Continuously search for areas of improvement and communicate trends in customer calls to leadership as appropriate
  • A desire to continuously learn and ramp-up on new Recurly applications
  • Troubleshoot and resolve customer service inquiries via email, and telephone inquiries while building and maintaining positive relationships with customers
  • Escalate customer inquiries to Product Engineering teams as needed 
  • Communicate up and down with the Technical Support and Product departments for trends and issues
  • Proactively surface new ideas to improve support processes
  • 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 
  • Support Recurly team members by being readily available through the Slack collaboration app

Requirements:

  • Ability to work 8:00 AM PT to 5:00 PM PT 
  • Strong technical troubleshooting, problem-solving skills and the ability to think analytically while working in a fast-paced environment
  • Previous technical support experience
  • A familiarity with API’s
  • Experience with any of the following languages such as Javascript, React.js, PHP, Python, Ruby, C#, .Net Core or Postman
  • Exposure to creating/using Splunk queries is a definite asset
  • Excellent communication and relationship-building skills; must be open to input from other team members and departments
  • Passion for helping others
  • Successful track record working in a high-volume environment
  • Regular and reliable attendance
  • Results-oriented, attention to detail, ability to prioritize multiple objectives and projects
  • A desire to learn new job-related skills quickly
  • Passion for being the go-to in customer service
  • Ability to own one’s work and take pride in results 
  • Self-motivated and driven personality; able to work remotely

About Recurly

Recurly is an enterprise-class subscription management platform that cuts through the complexity of subscription management to optimize and automate revenue growth. Founded in 2009, Recurly uses an open platform approach to easily connect with a broad variety of back-office systems. In addition to enabling lightweight and flexible custom integrations, Recurly also has powerful out-of-the-box integrations with enterprise solutions like Salesforce, NetSuite, and Avalara to provide efficiencies through end-to-end automation of billing events throughout the customer lifecycle.

Recurly's flexible architecture, coupled with deep expertise in the payments industry is validated by the billions of dollars in transactions the company processes each year. Thousands of companies worldwide depend on Recurly to manage and optimize their rapidly-growing subscription businesses.

Offices located in San Francisco, California, Boulder, Colorado and New Orleans, LA.

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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.

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