T3 Global Support Engineer - EMEA

Since 2009, Recurly has provided enterprise-class recurring billing, revenue optimization, and subscription management services for thousands of businesses worldwide, processing more than 5 billion dollars in transaction volume annually. We are looking for an energetic and dynamic candidate to help support our payment solutions and processing infrastructure. You will be a key component to ensuring the continued success during our rapid growth, and your impact and contribution to the bottom line will be significant.

As a Tier 3 Global Support Engineer, you will serve 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, and Recurly employees. 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. 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.

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.
• Reproduce issues reported by merchants and hand off to Engineering Teams as needed.
• Manage queue of high priority bugs to assist 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.
• Proactively foster relationships with our developers and product owners and utilize their expertise to connect customers with the right technical solutions.
• Act as the Technical point of contact for customer facing team members in the region.
• Review technical issues submitted by Support Specialists and Engineers promptly.
• 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.

About you:

• 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.
• Aptitude to quickly learn new technologies; both software and hardware platforms.
• Deep understanding of the software development cycle and use that knowledge to inform customer support strategy recommendations.
• Excellent grasp of customer service practices.
• Ability to troubleshoot technical issues on a variety of clients creatively and efficiently.
• Strong written and verbal communication skills.
• Advanced understanding of mobile and web-based platforms.
• Experience with JSON and REST APIs.
• Experience writing code to gather data from web services.
• Experience with server event diagnostics tools.
• Familiarity 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.
• A “quality first” mindset, with a willingness to advocate for best practices.
• 7+ years of experience in partnerships, business development, or ecosystem roles within SaaS, fintech, payments, or ecommerce.
• Demonstrated success building partner motions that generate pipeline and revenue.
• Experience within or adjacent to the Shopify ecosystem.
• Commercially minded with experience supporting referral, resale, or joint GTM partner models.
• Comfortable engaging and influencing VP- and C-level stakeholders.
• Highly autonomous, strategic, and execution-oriented.
• Experience with Salesforce and partner tooling preferred.
• Based in London with willingness to travel periodically across EMEA.

Desired skills and experience:

• Experience with writing automated testing and TDD.
• Experience developing web applications at scale in high-stakes environments.
• Desire to turn new features into elegant code.
• Capability to identify technical impacts and recommend best-practice approaches.
• A willingness to learn and continually refine your business acumen.

Bonus Points:

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

Benefits:

As a full-time employee, Recurly offers competitive benefits programs, perks and options designed to fit your needs and the needs of your family. We offer medical, dental and vision benefits, life insurance, short and long-term disability, and other options. Other perks may include 401(k) Retirement Plan, company equity, Flex Time Off, Company Events, Training/Development, Tuition reimbursement, Commuter benefits, and Volunteer opportunities.

About Recurly:

Recurly is an enterprise-class subscription management platform that optimizes and automates revenue growth. Founded in 2009, Recurly uses an open platform approach to connect with various back-office systems. Thousands of companies worldwide depend on Recurly to manage and optimize their subscription businesses.

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.