Recurly

About Recurly:

Recurly, Inc., a SaaS company, provides a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Subscription businesses such as Sling TV, 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 55 countries. Our platform empowers billions of credit card transactions and has enabled customers to recover nearly $1.3 billion in revenue in 2024.

Recurly is backed by Accel-KKR, a leading technology-focused private equity firm with over $10 billion in capital commitments. The partnership offers Recurly access to significant capital and resources to make continued investments in technology and platform innovation and expand our go-to-market initiatives.

As a Tier 3 Global Support Engineer, you are serving your team members on the frontlines by

focusing on the most complex technical issues—to help ensure a delightful and successful

experience for customers, merchants, prospects, partners, Recurly employees, and just about

anyone who needs our assistance. Your challenge will be to ensure the resolution of technical

issues alongside our Technical Support and Engineering Teams, while ensuring that all standards

of process and timelines are met. Not only will you be providing solutions for our merchants as an

elevated tier of service, but you will also be supporting internal teams with resources and

guidance, specifically equipping other Technical Support team members with resources to

provide solutions more efficiently. You will be a primary stakeholder in developing, maintaining,

and improving ways that our Technical Support Team serves Recurly customers.

About you:

You are a passionate technologist who wants to be part of a collaborative team which cares

about delivering the right solution to new and interesting problems. You like to push others and

be pushed to constantly improve and iterate our product and our process. You care about

owning the outcome of your work.

Responsibilities

• Investigate high priority escalations from Tier I and Tier II Technical Support Teams
• Communicate effectively with merchants, both technical and non-technical, to explain complex issues and solutions.
• Bridge between Technical Support and Engineering
• Peproduce issues reported by merchants and hand off to Engineering Teams as needed
• Manage queue of high priority bugs to assistant Engineering Team in development effort
• Work in entire product landscape supporting Engineering to ensure quality across features
• Be the subject matter expert of our products and services prior to general customer
• availability.
• Develop relationships across the entire organization to influence others to achieve the best customer experience possible.
• Foster relationships with our developers and product owners and utilize their expertise to connect customers with the right technical solutions.
• Review technical issues submitted by Support Specialists and Engineers promptly, ensuring accurate information is provided to the appropriate team in a timely manner.
• Conduct Quality Assurance reviews of technical support interactions and document assessments.
• Develop comprehensive knowledge of existing customer service processes, workflows, and procedures.
• Create and maintain documentation and training resources related to your role to be utilized by other team members.

Required Skills and Experience

• Entry level to 2 years experience with programming languages like (Ruby on
• Rails, Ruby, Javascript, node, etc)
• Understanding of Agile or Scrum methodologies
• 3+ years of related experience providing customer support using industry-leading case management systems and inbound customer support platforms.
• You have experience collaborating with peers and forming agreements across teams.
• Aptitude to quickly learn new technologies; both software and hardware platforms.
• You have a deep understanding of the software development cycle and use that knowledge to inform customer support strategy recommendations.
• You exhibit an excellent grasp of customer service practices.
• You know how to organize complex information into logical steps and sequences.
• You are skilled at and comfortable with articulating technical problems and issues succinctly and clearly with groups of people.
• You have the ability to troubleshoot technical issues on a variety of clients creatively and efficiently.
• You have strong written and verbal communication skills.
• You have an advanced understanding of mobile and web-based platforms.
• You have experience with JSON and REST APIs.
• You have experience writing code to gather data from web services and use it for your own purposes.
• Experience with server event diagnostics tools
• You are familiar with CSS, HTML, and JavaScript
• Experience being measured and driving against metrics that feed Service
• Level Objectives and Key Performance Indicators.
• Self-motivated, with a strong desire to learn and improve
• Excellent communication skills
• A “quality first” mindset, with a willingness to advocate for best practices

Desired Skills and Experience

• Experience with writing automated testing and TDD
• Experience developing web applications at scale in high-stakes, high-volume, high availability environments
• Desire to turn new features into elegant code
• Capability to identify technical impacts, recommend best-practice and/or alternate approaches, and provide accurate timeline estimates to both technical and non-technical audiences
• A willingness to learn and continually refine your business acumen and establish domain/industry expertise.

Bonus Points

• Payment processing experience is a plus
• Understanding testing and ensuring code quality
• Experience writing in Go a plus

As a full-time employee, we offer competitive benefits programs and perks designed to fit your needs and the needs of your family.

Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Recurly is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at talent@recurly.com