Tier 3 Global Support Engineer, EMEA - Recurly

Job Title: Tier 3 Global Support Engineer, EMEA
Job Location: London
Job Listing URL: https://jobs.lever.co/recurly/eb20d9de-7f96-485a-ad2f-7b7e2376e5d6
Job Description: 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 Tier 3 Global Support Engineer, you’ll play a critical role in bridging the gap between world-class 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.
You’ll serve as an escalation point for the most challenging technical problems—problems that often require reading, understanding, and potentially writing code. Whether it’s debugging issues related to subscription billing flows, integrations, or API behaviour, 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 customer-facing, problem-solving context.
Experience in the payments space—especially around subscription billing—is a major plus.
This role is Hybrid and will require 3 days per week in our London office space ordinarily Tuesday to Thursday.
What You'll Do
Own and resolve the most complex technical issues escalated from Tier 1 and Tier 2 Support.
Investigate and debug software behaviour, including replicating issues and analysing 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 organisation, enabling Tier 1 and Tier 2 teams through documentation, mentorship, and enablement.
Communicate with merchants—both technical and non-technical—in a clear, helpful, and empathetic manner.
Provide insight and feedback into how Recurly’s 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 pre-release product testing and readiness to ensure our customer-facing teams are well-equipped.
What We're Looking For
Strong technical background—Proven experience in an advanced SaaS support role, preferably in a high-volume, high-availability environment.
Coding experience—Familiarity with languages such as Ruby, Ruby on Rails, JavaScript, Node.js. Comfort writing scripts or analysing code to troubleshoot issues.
Understanding of software engineering principles, RESTful APIs, JSON, and data formats common in web development.
Hands-on experience reproducing and diagnosing software bugs, including reading logs and using debugging tools.
Customer-first mindset—Ability 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 cross-functionally, particularly with Engineering and Product teams, to align on priorities and deliver best-in-class 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 infrastructure-level debugging (server logs, event monitoring, etc.).
Experience contributing to documentation or training for technical teams.
A passion for continuous improvement—of yourself, your team, and the customer experience.