📍 Job Overview

Job Title: Technical Support Specialist
Company: Recurly
Location: Medellín, Antioquia, Colombia
Job Type: Full-Time Non-Exempt
Category: Technical Support & Customer Service
Date Posted: 2025-07-30
Experience Level: Mid-Level (2-5 years)
Remote Status: On-site

🚀 Role Summary

Customer-Centric Support: Provide exceptional support to merchants, partners, and internal teams, ensuring a delightful experience for all customers.
Technical Troubleshooting: Diagnose and resolve technical issues, collaborating with developers and product owners to find solutions.
Process Improvement: Continuously enhance customer service processes, workflows, and procedures, contributing to the overall success of the team.
Product Expertise: Become the go-to expert for Recurly's products and services, ensuring a smooth and successful experience for customers.

📝 Enhancement Note: This role requires a strong technical background and a passion for customer service, making it an excellent fit for candidates with a knack for problem-solving and a desire to help others.

💻 Primary Responsibilities

Customer Support: Manage tickets in an industry-leading helpdesk management system, ensuring prompt and thorough communication with customers while adhering to service level agreements (SLAs).
Relationship Building: Foster strong relationships with internal teams, developers, and product owners to leverage their expertise and connect customers with the right technical solutions.
Issue Reporting: Proactively identify technical issues and report them to the engineering team, contributing to the improvement of Recurly's products and services.
Documentation: Create and maintain documentation and instruction resources related to your role, ensuring that other team members have access to the information they need to succeed.
Team Collaboration: Work collaboratively with your team to maintain and improve customer service standards and best practices, accomplishing team goals and driving success.

📝 Enhancement Note: This role requires a high level of organization and the ability to multitask, as you will be managing multiple tickets and priorities simultaneously while maintaining a strong focus on customer satisfaction.

🎓 Skills & Qualifications

Education: A bachelor's degree in a related field or equivalent experience in customer support, technical troubleshooting, or a similar role.

Experience: 3+ years of related experience providing customer support using industry-leading case management systems and inbound customer support platforms.

Required Skills:

Excellent written and verbal communication skills
Strong problem-solving skills and the ability to troubleshoot technical issues creatively and efficiently
Advanced understanding of mobile and web-based platforms
Experience with JSON and REST APIs
Experience writing code to gather data from web services and use it for your own purposes
Experience with server event diagnostics tools
Familiarity with HTML and CSS for basic web content structuring and styling
Experience with RevRec and other financial reporting tools
Experience being measured and driving against metrics that feed Service Level Objectives and Key Performance Indicators

Preferred Skills:

Experience with customer service practices and workflows
Knowledge of the software development cycle and its impact on customer support strategy
Ability to organize complex information into logical steps and sequences
Proficiency in using industry-leading helpdesk management systems

📝 Enhancement Note: While not required, experience in HTML and CSS can be beneficial for collaborating with engineering teams or customers, as well as for creating and maintaining documentation and instruction resources.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Support Case Studies: Prepare case studies demonstrating your ability to resolve complex technical issues, highlighting your problem-solving skills and customer-centric approach.
Documentation Samples: Include examples of documentation and instruction resources you have created to support your team and customers, showcasing your attention to detail and ability to communicate complex information clearly.
Performance Metrics: Highlight your track record of driving against metrics that feed Service Level Objectives and Key Performance Indicators, demonstrating your commitment to continuous improvement and customer satisfaction.

Technical Documentation:

Troubleshooting Guides: Provide step-by-step guides for troubleshooting common technical issues, showcasing your ability to break down complex problems into manageable steps.
API Documentation: Include examples of API documentation you have created or maintained, demonstrating your understanding of JSON, REST APIs, and web services.
Reporting Templates: Share templates you have created for reporting technical issues, metrics, or other relevant information, highlighting your ability to present information in a clear and concise manner.

📝 Enhancement Note: As this role focuses on customer support and technical troubleshooting, a traditional web development portfolio may not be required. Instead, focus on demonstrating your problem-solving skills, customer-centric approach, and ability to communicate complex information clearly through case studies, documentation samples, and performance metrics.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Medellín, Colombia, is COP 3,500,000 - COP 5,000,000 per month (USD 1,000 - USD 1,400), based on experience and qualifications. This estimate is based on market research and regional salary standards for mid-level technical support roles.

Benefits:

Competitive benefits programs and perks designed to fit your needs and the needs of your family
A supportive and collaborative work environment that values your input and encourages professional growth

Working Hours: Full-time position with a standard workweek of 40 hours, Monday through Friday, with flexibility for occasional overtime as needed to resolve customer issues or support internal teams.

📝 Enhancement Note: While Recurly does not provide specific salary information in the job listing, the estimated salary range is based on market research and regional salary standards for mid-level technical support roles in Medellín, Colombia.

🎯 Team & Company Context

🏢 Company Culture

Industry: Recurly operates in the SaaS industry, providing a versatile subscription management platform to market-leading brands worldwide. This role will expose you to a dynamic and innovative work environment focused on driving recurring revenue growth for clients.

Company Size: Recurly is a well-established company with a significant global presence, employing over 200 people across multiple locations. This size offers the stability and resources of an established organization while maintaining the agility and innovation of a startup.

Founded: Recurly was founded in 2009, giving it over a decade of experience in the subscription management industry. This longevity reflects the company's success and commitment to its customers and employees.

Team Structure:

Customer Support Team: Collaborate with a dedicated team of customer support specialists, working together to ensure customer satisfaction and drive success.
Product & Engineering Teams: Work closely with product and engineering teams to report technical issues, test new features, and contribute to the improvement of Recurly's products and services.
Cross-Functional Collaboration: Engage with various internal teams, such as sales, marketing, and finance, to ensure a seamless and successful customer experience.

Development Methodology:

Agile/Scrum: Recurly follows Agile/Scrum methodologies, allowing for iterative development, continuous improvement, and a focus on customer value.
Collaborative Development: Work closely with developers and product owners to ensure that customer feedback is integrated into the development process, driving continuous improvement.
Continuous Integration/Continuous Deployment (CI/CD): Contribute to Recurly's CI/CD pipelines, ensuring that new features and updates are tested and deployed efficiently and effectively.

Company Website: Recurly

📝 Enhancement Note: Recurly's company culture emphasizes collaboration, innovation, and a customer-centric approach. This focus on customer success makes it an ideal environment for technical support professionals looking to make a significant impact on the customer experience.

📈 Career & Growth Analysis

Technical Support Career Level: This role is positioned at the mid-level within the technical support career path. As a Technical Support Specialist, you will be responsible for managing customer tickets, troubleshooting technical issues, and collaborating with internal teams to drive customer success.

Reporting Structure: This role reports directly to the Manager of Technical Support, working closely with the Customer Support team, Product team, and Engineering team to ensure a seamless and successful customer experience.

Technical Impact: As a Technical Support Specialist, you will have a direct impact on Recurly's customers, ensuring that they have the support they need to succeed. Your ability to troubleshoot technical issues, collaborate with internal teams, and drive process improvement will contribute to the overall success of the company.

Growth Opportunities:

Senior Technical Support Specialist: After 1-2 years in the role, you may be eligible for promotion to Senior Technical Support Specialist, taking on additional responsibilities and mentoring junior team members.
Technical Support Manager: With 3-5 years of experience in technical support and a proven track record of driving customer success, you may be well-positioned to take on a management role, leading a team of technical support specialists and driving the strategic direction of the function.
Product & Engineering Roles: As you develop your technical expertise and gain a deep understanding of Recurly's products and services, you may have the opportunity to transition into a product or engineering role, contributing to the development of new features and enhancements.

📝 Enhancement Note: Recurly offers significant opportunities for career growth and development, with clear paths for advancement within the technical support function and the broader organization. By demonstrating your ability to drive customer success and contribute to the improvement of Recurly's products and services, you can position yourself for success in your career.

🌐 Work Environment

Office Type: Recurly's office in Medellín, Colombia, offers a modern and collaborative work environment, designed to foster creativity, innovation, and teamwork.

Office Location(s): Recurly's office is located in the Perímetro Urbano Medellín, providing easy access to public transportation and nearby amenities.

Workspace Context:

Collaborative Workspaces: Recurly's office features open-plan workspaces, encouraging collaboration and communication between team members.
Private Meeting Spaces: The office also includes private meeting spaces and quiet areas for focused work or confidential conversations.
On-Site Amenities: Recurly's office provides on-site amenities, such as a kitchen, break room, and outdoor space, to support the well-being and productivity of its employees.

Work Schedule: Recurly operates on a standard workweek of 40 hours, Monday through Friday, with flexibility for occasional overtime as needed to resolve customer issues or support internal teams. The company also offers a hybrid work arrangement, allowing employees to work from home up to two days per week, depending on the role and team requirements.

📝 Enhancement Note: Recurly's work environment is designed to support the well-being and productivity of its employees, with a focus on collaboration, innovation, and customer success. By providing a modern and well-equipped workspace, Recurly enables its team members to perform at their best and drive customer satisfaction.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess your communication skills, technical background, and cultural fit with Recurly.
Technical Assessment: A hands-on assessment to evaluate your troubleshooting skills, problem-solving abilities, and understanding of Recurly's products and services. This may include live troubleshooting exercises, API documentation review, and code review.
Behavioral Interview: A conversation with the hiring manager or a member of the Recurly team to discuss your approach to customer support, problem-solving, and teamwork. This interview may also include scenario-based questions to assess your ability to handle challenging customer situations.
Final Interview: A final conversation with the Recurly team to discuss your fit for the role, answer any remaining questions, and make a final decision.

Portfolio Review Tips:

Case Studies: Highlight your ability to resolve complex technical issues by providing detailed case studies, demonstrating your problem-solving skills and customer-centric approach.
Documentation Samples: Include examples of documentation and instruction resources you have created to support your team and customers, showcasing your attention to detail and ability to communicate complex information clearly.
Performance Metrics: Highlight your track record of driving against metrics that feed Service Level Objectives and Key Performance Indicators, demonstrating your commitment to continuous improvement and customer satisfaction.

Technical Challenge Preparation:

Troubleshooting Scenarios: Familiarize yourself with common technical issues faced by Recurly's customers and practice troubleshooting these scenarios using Recurly's products and services.
API Documentation: Review Recurly's API documentation to ensure you have a solid understanding of JSON, REST APIs, and web services, as well as any specific APIs relevant to the role.
Customer Service Skills: Brush up on your customer service skills, focusing on active listening, clear communication, and empathy, to ensure you can provide a delightful experience for Recurly's customers.

📝 Enhancement Note: Recurly's interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit with the company. By preparing thoroughly and demonstrating your ability to drive customer success, you can position yourself for success in the interview process.

🛠 Technology Stack & Web Infrastructure

Technical Support Tools:

Helpdesk Management System: Recurly uses an industry-leading helpdesk management system to manage customer tickets and ensure prompt and thorough communication with customers. Familiarity with this system is essential for success in the role.
Collaboration Tools: Recurly uses various collaboration tools, such as Slack and Microsoft Teams, to facilitate communication and collaboration between team members, as well as with customers and internal teams.
Diagnostic Tools: Recurly provides access to diagnostic tools, such as server event diagnostics tools, to assist in troubleshooting technical issues and ensuring the smooth operation of its products and services.

Programming Languages & Frameworks:

HTML & CSS: Familiarity with HTML and CSS is beneficial for collaborating with engineering teams or customers, as well as for creating and maintaining documentation and instruction resources.
JavaScript: While not required, a basic understanding of JavaScript can be helpful for working with Recurly's products and services and for collaborating with engineering teams.

📝 Enhancement Note: Recurly's technology stack is designed to support its customers and internal teams, with a focus on collaboration, innovation, and customer success. By familiarizing yourself with Recurly's tools and technologies, you can ensure a smooth and successful transition into the role.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Recurly's customer support team is dedicated to providing exceptional customer service, ensuring that customers have the support they need to succeed.
Problem-Solving: Recurly's team members are skilled problem-solvers, committed to finding creative and efficient solutions to technical challenges.
Collaboration: Recurly's team members work closely with internal teams, customers, and partners to ensure a seamless and successful experience for all stakeholders.
Continuous Improvement: Recurly's team members are committed to continuous improvement, driving process enhancements and driving customer satisfaction.

Collaboration Style:

Cross-Functional Integration: Recurly's team members work closely with various internal teams, such as sales, marketing, and finance, to ensure a seamless and successful customer experience.
Code Review Culture: Recurly's engineering team maintains a code review culture, ensuring that new features and updates are tested and deployed efficiently and effectively.
Knowledge Sharing: Recurly's team members are committed to knowledge sharing, technical mentoring, and continuous learning, driving the success of the team and the broader organization.

📝 Enhancement Note: Recurly's customer support team is dedicated to providing exceptional customer service, with a focus on problem-solving, collaboration, and continuous improvement. By embracing these values and working closely with internal teams, customers, and partners, you can drive customer success and contribute to the overall growth of the company.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Issue Resolution: Troubleshoot and resolve technical issues faced by Recurly's customers, ensuring a seamless and successful experience for all stakeholders.
API Integration: Collaborate with internal teams to ensure that Recurly's products and services are integrated with customers' systems and workflows, driving customer satisfaction and success.
Process Improvement: Identify and implement process enhancements to drive customer satisfaction, efficiency, and effectiveness within the technical support function.
Emerging Technologies: Stay up-to-date with emerging technologies and trends in the subscription management industry, ensuring that Recurly's products and services remain competitive and relevant to its customers.

Learning & Development Opportunities:

Technical Training: Recurly offers technical training and development opportunities, ensuring that team members have the skills and knowledge they need to succeed in their roles and drive customer satisfaction.
Conferences & Events: Recurly encourages team members to attend industry conferences and events, providing opportunities for professional development and networking.
Mentorship & Coaching: Recurly offers mentorship and coaching opportunities, ensuring that team members have the support they need to grow and develop their careers.

📝 Enhancement Note: Recurly's technical support role presents numerous challenges and growth opportunities, with a focus on customer success, process improvement, and continuous learning. By embracing these challenges and seeking out opportunities for professional development, you can drive customer satisfaction and contribute to the overall growth of the company.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Be prepared to discuss your approach to troubleshooting technical issues, demonstrating your problem-solving skills and customer-centric approach.
API Integration: Prepare to discuss your experience with API integration and your ability to collaborate with internal teams to ensure that Recurly's products and services are integrated with customers' systems and workflows.
Process Improvement: Be ready to share your ideas for process improvement, demonstrating your commitment to driving customer satisfaction, efficiency, and effectiveness within the technical support function.

Company & Culture Questions:

Customer Focus: Prepare to discuss your approach to customer service and your commitment to driving customer satisfaction and success.
Collaboration: Be ready to share examples of your ability to work effectively with internal teams, customers, and partners to ensure a seamless and successful experience for all stakeholders.
Continuous Improvement: Prepare to discuss your commitment to continuous improvement and your ability to drive process enhancements and drive customer satisfaction.

Portfolio Presentation Strategy:

Case Studies: Highlight your ability to resolve complex technical issues by providing detailed case studies, demonstrating your problem-solving skills and customer-centric approach.
Documentation Samples: Include examples of documentation and instruction resources you have created to support your team and customers, showcasing your attention to detail and ability to communicate complex information clearly.
Performance Metrics: Highlight your track record of driving against metrics that feed Service Level Objectives and Key Performance Indicators, demonstrating your commitment to continuous improvement and customer satisfaction.

📝 Enhancement Note: Recurly's interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit with the company. By preparing thoroughly and demonstrating your ability to drive customer success, you can position yourself for success in the interview process.

📌 Application Steps

To apply for this Technical Support Specialist position at Recurly:

Submit Your Application: Visit the Recurly careers page and search for the Technical Support Specialist role. Click on the job title to access the application form.
Tailor Your Resume: Customize your resume to highlight your relevant experience, skills, and accomplishments in customer support, technical troubleshooting, and problem-solving. Include specific examples of your ability to drive customer success and contribute to process improvement.
Prepare Your Portfolio: Include examples of your case studies, documentation samples, and performance metrics, demonstrating your problem-solving skills, customer-centric approach, and commitment to continuous improvement.
Research Recurly: Familiarize yourself with Recurly's products, services, and company culture. Prepare thoughtful questions to ask during the interview process, demonstrating your interest in the role and the company.
Practice Troubleshooting Scenarios: Familiarize yourself with common technical issues faced by Recurly's customers and practice troubleshooting these scenarios using Recurly's products and services. This will help you to demonstrate your technical skills and problem-solving abilities during the interview process.

📝 Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with Recurly before making application decisions.

Technical Support Specialist