Job Overview Recharge, a leading provider of subscription management solutions for e-commerce businesses, is seeking a skilled Technical Support Engineer to join our innovative team in the United States. In this pivotal role, you will deliver exceptional technical support to our global customer base, ensuring seamless operation of our subscription billing, recurring payments, and merchant tools. As a key player in our customer success ecosystem, you will troubleshoot complex issues, collaborate with engineering teams, and contribute to product improvements that drive merchant growth and retention. Key Responsibilities You will respond to customer inquiries via email, chat, and phone, diagnosing and resolving technical issues related to API integrations, payment processing, and platform configurations. Conduct root cause analysis on recurring problems, escalate high-priority tickets to development teams, and document solutions in our knowledge base to empower self-service support. Proactively monitor system performance, perform maintenance tasks, and participate in on-call rotations to maintain 24/7 uptime. Collaborate cross-functionally with product, sales, and success teams to gather feedback, replicate bugs, and suggest enhancements that align with customer needs. Required Qualifications A bachelor's degree in Computer Science, Information Technology, or a related field is required, along with at least 2-3 years of experience in technical support or customer-facing IT roles. Proven track record in a SaaS or e-commerce environment, with familiarity in subscription models and payment gateways like Stripe or PayPal. Strong analytical mindset with experience using tools like Zendesk, Jira, or Intercom for ticket management and customer interactions. Skills Technical proficiency in JavaScript, RESTful APIs, and web technologies including HTML/CSS; knowledge of SQL for database queries is a plus. Excellent problem-solving abilities, with the capacity to break down complex technical concepts for non-technical audiences. Outstanding communication skills, both written and verbal, to deliver clear resolutions and build lasting customer relationships. Ability to thrive in a fast-paced, remote-friendly setting, managing multiple priorities while maintaining attention to detail and a customer-first approach. Company Info Recharge powers subscriptions for thousands of top Shopify and BigCommerce merchants, processing billions in annual revenue. We're a remote-first company with a vibrant culture focused on innovation, work-life balance, and professional growth. Our team spans across North America and beyond, united by a passion for helping businesses scale through recurring revenue models. Benefits We offer competitive compensation, comprehensive health insurance, dental and vision coverage, 401(k) matching, and generous paid time off including unlimited PTO in some regions. Enjoy perks like home office stipends, wellness programs, parental leave, and learning budgets for certifications and conferences. Growth Opportunities At Recharge, career advancement is a priority. You'll have access to mentorship programs, internal promotions, and skill-building workshops. High performers advance to roles like Senior Support Engineer, Support Manager, or Solutions Architect, with opportunities to influence product roadmaps and lead initiatives.