Tier 3 Global Support Engineer, EMEA
Tier 3 Global Support Engineer, EMEA
Posted on :
18-05-2025
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1 Vacancy
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Job Description
About Recurly:
Recurly Inc. a SaaS company provides a versatile subscription management platform to manage the entire subscription lifecycle for marketleading brands worldwide. Subscription businesses such as Sling TV FabFitFun Cinemark and 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 AccelKKR a leading technologyfocused 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 gotomarket initiatives.
As a Tier 3 Global Support Engineer youll play a critical role in bridging the gap between worldclass customer support and sophisticated software engineering. This is a highly technical role designed for those with deep curiosity a passion for software and a commitment to resolving complex issues that impact our customers.
Youll serve as an escalation point for the most challenging technical problemsproblems that often require reading understanding and potentially writing code. Whether its debugging issues related to subscription billing flows integrations or API behavior your insights will help ensure a smooth and successful experience for our merchants and internal teams alike.
This role is ideal for someone with a background in software development or a strong understanding of modern coding practices who is now looking to apply that expertise in a customerfacing problemsolving context.
Experience in the payments spaceespecially around subscription billingis a major plus.
What Youll Do
- Own and resolve the most complex technical issues escalated from Tier 1 and Tier 2 Support.
- Investigate and debug software behavior including replicating issues and analyzing logs or source code where applicable.
- Partner closely with Engineering to triage bugs improve product quality and ensure effective handoff of verified issues.
- Act as a technical subject matter expert for the broader Support organization enabling Tier 1 and Tier 2 teams through documentation mentorship and enablement.
- Communicate with merchantsboth technical and nontechnicalin a clear helpful and empathetic manner.
- Provide insight and feedback into how Recurlys support processes tools and knowledge base can be improved to reduce friction and improve time to resolution.
- Proactively review and ensure the quality of technical support responses and maintain high standards of customer care.
- Serve as a key stakeholder in prerelease product testing and readiness to ensure our customerfacing teams are wellequipped.
What Were Looking For
- Strong technical backgroundProven experience in an advanced SaaS support role preferably in a highvolume highavailability environment.
- Coding experienceFamiliarity with languages such as Ruby Ruby on Rails JavaScript . Comfort writing scripts or analyzing code to troubleshoot issues.
- Understanding of software engineering principles RESTful APIs JSON and data formats common in web development.
- Handson experience reproducing and diagnosing software bugs including reading logs and using debugging tools.
- Customerfirst mindsetAbility to simplify complex technical issues for a variety of audiences and drive toward resolution with empathy and professionalism.
- Ability to multitask across multiple critical issues while maintaining attention to detail.
- Familiarity with support systems like Zendesk Jira or similar platforms.
- Comfort collaborating crossfunctionally particularly with Engineering and Product teams to align on priorities and deliver bestinclass customer experiences.
- Proven experience identifying patterns and proposing process or product improvements.
Preferred Qualifications
- Payments or fintech experience especially with recurring billing payment gateways or fraud prevention.
- Experience writing automated tests or working in TDD environments.
- Exposure to monitoring observability or diagnostics tools used in production software environments.
- Comfort working in Agile/Scrum teams and understanding how support escalations feed into the development cycle.
- Experience supporting APIs or integrations for enterprise customers.
Bonus Points
- Experience with Go or interest in learning it.
- Familiarity with infrastructurelevel debugging (server logs event monitoring etc.).
- Experience contributing to documentation or training for technical teams.
- A passion for continuous improvementof yourself your team and the customer experience.
This is a unique opportunity to combine your love for technology problemsolving and customer success into one impactful role. If youre a developer at heart who enjoys untangling technical puzzles and making customers successful wed love to hear from you.
As a fulltime employee we offer competitive benefits programs and perks designed to fit your needs and the needs of your family.
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
Required Experience:
Exec
Employment Type
Full-Time
Key Skills
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