Technical Support Engineer

About Chargebee

Chargebee is a leading provider of billing and monetization solutions, empowering businesses with recurring revenue models to streamline revenue and finance operations, capture actionable insights, and drive growth.

Chargebee is trusted by businesses of all sizes, including Zapier, LegalZoom, Lambda, Freshworks, DeepL, Condé Nast, and Pret a Manger, and is proud to have been consistently recognized by customers as a Leader in Subscription Management on G2.

With headquarters in North Bethesda, Maryland, our team members are based primarily in India, the U.S., and Europe.

About the Team

Product Support helps Chargebee customers succeed after go-live. We troubleshoot complex billing and subscription workflows, debug API and integration issues, and partner with Product and Engineering to improve reliability, reduce repeat tickets, and strengthen self-serve through better documentation and tooling.

About the role

You will own complex customer issues end-to-end across Chargebee's product, APIs, and integrations. You will reproduce problems, identify root causes, communicate clearly with customers, and drive resolution with the right internal teams. You will also turn support patterns into better self-serve content and actionable product feedback.

What you'll do (role and responsibilities)

1. Build deep product and API expertise to deliver advanced technical support across email, chat, and calls.
2. Own and drive complex issues end-to-end by reproducing problems, troubleshooting systematically, and coordinating internal teams when needed to reach a confirmed resolution.
3. Provide consultative support by understanding customer workflows and guiding best-practice configuration and integration choices.
4. Troubleshoot customer API usage and integrations, including payload analysis and debugging in a test environment.
5. Support integrations across CRM systems (HubSpot, Salesforce), finance platforms (NetSuite, Xero, Intacct), and payment gateways (Adyen, Authorize.net, Stripe).
6. Identify recurring pain points and trends, and convert them into actionable feedback for Product and Engineering to improve the product and supportability.
7. Create and improve self-serve content such as knowledge base articles, troubleshooting guides, and runbooks to reduce repeat tickets.
8. Improve team efficiency through better workflows, tooling, and process improvements, while supporting customers 24/7 through rotational shifts.

What you'll bring (required skills and experience)

1. Bachelor's degree in Computer Science or equivalent practical experience
2. 3+ years supporting a SaaS product in a customer-facing role, with strong debugging and problem-solving skills and a structured troubleshooting approach.
3. Clear, polished communication with strong attention to detail and accuracy.
4. Hands-on experience with APIs, HTTP fundamentals, and tools like Postman
5. Working knowledge of JavaScript, and comfort reading code and API payloads
6. Experience supporting or integrating with at least one ecosystem tool such as Salesforce, HubSpot, NetSuite, Xero, Intacct, QuickBooks, or similar platforms
7. Familiarity with subscription billing concepts such as plans, coupons, invoices, taxes, and payment workflows
8. Willingness to work rotational shifts

Nice to have (preferred)

1. Experience troubleshooting high-scale APIs and complex integrations across multiple systems
2. Strong grasp of advanced billing and revenue workflows such as proration, credits, refunds, dunning, and revenue recognition basics
3. Familiarity with payment gateways and payment troubleshooting (for example Stripe, Adyen, Authorize.net), including webhooks and failure analysis
4. Comfort with SQL and log analysis to trace issues end-to-end
5. Strong documentation instincts, including writing KB articles and internal troubleshooting guides