Support Engineer (Skio)
Recharge is the subscription platform for the world’s fastest-growing and most innovative brands. As Shopify’s premier subscription solution, Recharge is on a mission to build the future of commerce around customer retention. The platform leverages data from over 100 million shoppers to help brands set up, manage, and grow their subscription businesses. Recharge partners with over 20,000 brands globally, including quip, Dr. Squatch, Blueland, Estrid, Oats Overnight, Bobbie, and more.
About the role
As a Technical Support Specialist, you'll be at the frontlines helping merchants get the most out of our product. You’ll troubleshoot issues, answer questions, and deliver a world-class support experience. The ideal candidate is empathetic, resourceful, and takes satisfaction in turning frustrating problems into great customer moments. You’ll need technical expertise paired with warmth and patience to make complex things feel simple.
Our Technical Support team works in shifts to provide 24/7 coverage for merchants. This role is for someone on the West Coast; hours will be roughly 8am to 5pm PST with a 1-hour unpaid lunch.
Responsibilities
- Use your technical expertise and customer service instincts to resolve questions and issues for online merchants
- Communicate clearly in writing to both technical and non-technical audiences
- Make occasional outbound phone calls when an issue needs quick context gathering
- Diagnose technical issues and guide merchants to resolutions that make their subscription experience smooth
- Help merchants understand our features and capabilities so they have what they need to succeed and grow
- Identify patterns and recurring issues, filter out noise, and escalate real bugs to engineering with the context they need to act fast
- Work day-to-day in Intercom and other support tools as needed (familiarity with Intercom is a strong plus)
- Collaborate with teammates in our swarm support model to resolve issues quickly and as a team
- Be a product expert for our merchants—know the platform inside and out and stay current on new releases
- Contribute to individual, team, and company goals
- Live by and champion our values: Accountability, Collaboration, Iteration, and Details
Requirements
- 2+ years of experience in technical customer support at a SaaS company, ideally in or around the Shopify ecosystem
- Proficiency with a ticketing platform, ideally Zendesk or Intercom (HelpScout or similar also fine)
- Excellent written and spoken communication—able to make complex concepts simple and connect with customers warmly
- A problem-solving mindset: resourceful, curious, and humble enough to ask for help when needed
- A sense of urgency and ability to prioritize based on severity, with satisfaction in going above and beyond
- Comfort with ambiguity and shifting priorities in a fast-moving environment
- A "winning as a team" attitude: polite, patient, calm, and professional even when things get hectic
- Basic knowledge of HTML, CSS, and JavaScript (other languages a plus)
- Comfort with tools like Splunk, SQL, and Looker (or eagerness to learn them)
- Ability and desire to work flexible shifts, including remote-first collaboration across time zones
Pay
Hiring range in the US: $54,000 USD - $64,000 USD
Hiring range in Canada: $64,000 CAD - $74,000 CAD
The compensation listed is not inclusive of equity or benefits that may be part of your total compensation package.
Benefits
- Medical, dental, and vision plans
- Retirement plan with employer contribution
- Flexible Time Off
- Paid Parental Leave
- Monthly Remote Life and Merchant stipends