Hybrid Global Support Engineer – EMEA

at Recurly

• Job title: Global Support Engineer – EMEA
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: JavaScript, Node.js, Ruby, Ruby on Rails
• Location requirements: Hybrid, London, United Kingdom

About the role

• Global Support Engineer serving as a key technical resource at Recurly. Bridging support and engineering to enhance customer experiences while resolving escalated issues.

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

Benefits

• Health insurance
• 401(k) Retirement Plan and company match
• Company equity
• Flex Time Off
• Company Events
• Training/Development
• Tuition reimbursement
• Commuter benefits
• Volunteer opportunities