Get AI-powered advice on this job and more exclusive features. 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 Technical Support Specialist , you are on the frontlines—your job is to help ensure a delightful and successful experience for merchants, partners, prospects, and employees. Your challenge will be to promote fast and efficient implementation of our services, providing the correct solutions while ensuring an excellent experience every single time. Not only will you be providing solutions to our merchants, but you will also be supporting our internal teams with support resources and knowledge. You will also work with our product and engineering teams to report technical issues and test new features before release. Providing a delightful and successful experience for all of our customers is key to their success—and ours! Responsibilities Develop relationships across the entire organization to influence others to achieve the best customer experience possible Support customer inquiries by managing tickets in an industry-leading helpdesk management system, ensuring tickets are routed correctly and correspondence is prompt and thorough according to current SLAs Foster lasting relationships with our developers and product owners, utilizing their expertise to connect customers with the right technical solutions Proactively identify technical issues and report them to our Engineering team Develop comprehensive knowledge of existing customer service processes, workflows, and procedures Be the subject matter expert of our products and services prior to general customer availability Collaborate to maintain and improve customer service standards and best practices Create and maintain documentation and instructional resources related to your role for team use Requisites 3+ years of experience providing customer support using industry-leading case management systems and inbound support platforms Experience collaborating across teams and forming agreements Aptitude to quickly learn new technologies, both software and hardware Deep understanding of the software development cycle to inform support strategies Excellent customer service practices Ability to organize complex information logically Skilled at articulating technical problems clearly to groups Ability to troubleshoot technical issues creatively and efficiently Strong written and verbal communication skills Advanced understanding of mobile and web 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, JS, and web development Knowledge of RevRec and financial reporting tools Experience measuring and driving metrics related to SLAs and KPIs As a full-time employee, we offer competitive benefits and perks tailored to your needs and those of your family. Recurly is an equal opportunity employer. All qualified applicants will receive consideration without regard to gender, age, race, religion, or other protected classifications. We provide reasonable accommodations for candidates with disabilities. Please contact us at [email protected] if needed. #J-18808-Ljbffr