Recurly is a SaaS company that 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. As a Tier 2 Global Support Engineer at Recurly, you will be serving your team members on the frontlines by focusing on 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 responsibilities include developing relationships across the entire organization to influence others to achieve the best customer experience possible, fostering lasting relationships with developers and product owners, and proactively identifying technical issues and reporting them to our Engineering team. You will also be assisting non-technical team members in answering technical product questions, reviewing technical issues submitted by Tier 1 Global Support Specialists, and developing comprehensive knowledge of existing customer service processes, workflows, and procedures. The ideal candidate has 3+ years of related experience providing customer support using industry-leading case management systems and inbound customer support platforms, and experience collaborating with peers and forming agreements across teams. Additionally, the candidate should have a deep understanding of the software development cycle and use that knowledge to inform customer support strategy recommendations.