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.  With that in mind, 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 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
• Reproduce 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.
• 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. Promptly actioning on technical questions, issues, or escalations when raised.
• 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. 

Requirements

• 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

• 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, not just relationships.
• Experience within or adjacent to the Shopify ecosystem, particularly agencies, platforms, or commerce-focused SaaS.
• Deep understanding of subscription and recurring revenue models, billing, and payments.
• Established EMEA network across fintech, SaaS, agencies, or commerce platforms.
• Commercially minded with experience supporting referral, resale, or joint GTM partner models.
• Comfortable engaging and influencing VP- and C-level stakeholders, internally and externally.
• Highly autonomous, strategic, and execution-oriented; thrives with regional ownership and ambiguity.
• Experience with Salesforce and partner tooling (PartnerStack, Crossbeam, etc.) 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, 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

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 and a menu from which to choose options that work best for you and eligible dependents. We also offer life insurance, short and long-term disability, hospital indemnity, critical illness coverage, employee accident protection, health savings account (HSA) with company contribution & flexible spending account (FSA) options, employee assistance program, Legal and Pet Insurance.

Other perks may include:

401(k) Retirement Plan and company match

Flex Time Off

Company Events

Training/Development

Tuition reimbursement

Commuter benefits

Volunteer opportunities

About Recurly

Recurly is an enterprise-class subscription management platform that cuts through the complexity of subscription management to optimize and automate revenue growth. Founded in 2009, Recurly uses an open platform approach to easily connect with a broad variety of back-office systems. In addition to enabling lightweight and flexible custom integrations, Recurly also has powerful out-of-the-box integrations with enterprise solutions like Salesforce, NetSuite, and Avalara to provide efficiencies through end-to-end automation of billing events throughout the customer lifecycle.

Recurly's flexible architecture, coupled with deep expertise in the payments industry is validated by the billions of dollars in transactions the company processes each year. Thousands of companies worldwide depend on Recurly to manage and optimize their rapidly-growing subscription businesses.  

Offices located in Austin, Texas, Broomfield, Colorado, London, and Medellín, Colombia.

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 [email protected]