Technical Support Engineer, Payments Team at Recurly

| San Francisco
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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! The support team at Recurly is a critical part of our success, and we are looking for the best people out there. We take the success of our customers incredibly seriously. We feel their joy. We feel their pain. Are you ready to help make our customer successes your own?  
The most important criteria for joining our support team is curiosity, critical thinking and willingness to learn. We are also very interested in individuals who have a track record of finding creative solutions to unique problems, and who will thrive in challenging situations. The Support Agent is responsible for providing high-quality technical support for Recurly customers. This role will also work on other programming and documentation projects as required.
We are looking to hire in San Francisco, Boulder, New Orleans, or remotely in the following states: California, Colorado, Illinois, Louisiana, North Carolina, New Jersey, Oregon, South Carolina, Washington, Arizona, Georgia, Massachusetts, Minnesota, Montana, Ohio, Pennsylvania.

Responsibilities

  • Exceed customer satisfaction, efficiency metrics, and issue resolution targets
  • Troubleshoot and resolve customer service inquiries via email, and telephone inquiries while building and maintaining positive relationships with customers
  • Reproduce and report bugs to our development team, escalate as needed
  • Work with the development team to resolve complex merchant issues
  • Documentation of new and existing features
  • A desire to continuously learn and ramp-up on new Recurly applications
  • Communicate up and down with the Technical Support and Product departments for trends and issues
  • 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 

Requirements

  • Strong technical troubleshooting, problem-solving skills and the ability to think analytically while working in a fast-paced environment
  • Passion for being the go-to in customer service
  • Clear telephone communication and ability to quickly problem solve
  • Excellent written communication skills, both in tone and technical descriptions
  • Previous technical support experience supporting a SaaS application
  • Successful track record working in a high-volume environment
  • Results-oriented, attention to detail, ability to prioritize multiple objectives and projects
  • Self-motivated and driven personality; able to work remotely
  • Familiarity with basic API functions (GET, POST, etc.)

Bonus Points

  • Prior Fintech support experience
  • Data analysis skills
  • Accounting background (tracking credits, reconciliations)

About Recurly
Recurly, Inc. provides a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Subscription businesses such as Sling TV, BarkBox, Asana, 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 42 countries.
Offices located in San Francisco, California, Boulder, Colorado, and New Orleans, Louisiana

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Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MySQLDatabases

Location

Recurly is located in the Mission District

An Insider's view of Recurly

What are some social events your company does?

Every Friday, Recurly hosts a happy hour in the kitchen for people to get together and unwind from the week. I especially enjoy the unique and inspired snack choices that are brought to the table. From regional delicacies like Walking Tacos to varied charcuterie boards prepared on-site, Recurly offers something that can appeal to everyone.

Brandon Cruz

Associate Product Manager

How would you describe the company’s work-life balance?

The environment at Recurly fosters a strong work-life balance. I feel trusted to get my work done and have flexibility in my schedule when needed. There is a genuine understanding that real life happens. Everyone works hard, but there isn't a culture of staying late just to stay late which makes everyone feel empowered to live a balanced life.

Connie Sedden

Manager, Customer Enablement

What are Recurly Perks + Benefits

Recurly Benefits Overview

We offer a comprehensive benefits plan to employees, their spouse or their domestic partner, and their children.

In addition to the full benefits, we provide some great perks such as 401K, Company Equity, Flex Time Off, Catered Meals Daily, Social Events, Training/Development, Casual Dress, Pet Friendly and much more!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
We provide free breakfast on Monday, Wednesday. Employees get free lunch on Monday, Tuesday, Thursday, Friday.
Stocked Kitchen
Happy Hours
Happy hours are hosted Once per week.
Pet Friendly
Acme Co.'s pet policy is dog friendly daily.
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Promote from within
Online course subscriptions available
Customized development tracks
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