Technical Support Engineer

About the role

Metronome, now part of Stripe, is the leading usage-based billing platform built for modern software companies. You will provide world-class customer service, collaborate with engineering teams, and develop internal tools to improve the support experience.

Responsibilities

• Provide technical guidance to customers’ developers on best practices for integrating with our APIs and utilizing our functionality.
• Troubleshoot any issues that arise from customers and diagnose any blockers.
• Escalate issues with customer context to the engineering team.
• Develop internal tools to automate customer workflows that are currently unavailable in our product.
• Provide feedback on recurring patterns and advocate for addressing feature gaps in the product.
• Design and assist in implementing a comprehensive knowledge base to assist customers with using our product.

Requirements

• 2+ years of work experience in a B2B customer-facing technical support organization or in engineering.
• Experience working closely with engineering teams and providing technical feedback on customer issues.
• Ability to debug and triage bugs and escalations from customers.
• Experience writing scripts or internal tools using APIs, and functional knowledge of SQL.
• Strong written and verbal communication skills, with the ability to break down complex technical concepts clearly.
• A mindset of customer empathy and ability to solve challenging problems.

Qualifications

• Preferred qualifications include experience as an early or founding member of a support team, including building processes from scratch, startup experience and familiarity with scaling a support team, programming experience in one or more of Typescript, Python, or Ruby, experience creating knowledge base articles and internal documentation, and familiarity with at least one ticketing system, such as Pylon, Zendesk, Front, or similar.

Pay and benefits

• The annual US base salary range for this role is $137,000 - $205,600.
• Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

Hybrid work at Stripe

This role is available either in an office or a remote location (35+ miles or 56+ km from a Stripe office).

In-office expectations: Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

Working remotely at Stripe: A remote location is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office.

Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently live or plan to live.