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About the Role

As a member of our technical support engineering team, you will be on the front lines providing world-class customer service. You will become an expert on our product and partner closely with Metronome's engineers, customer success, solutions architecture, and growth teams, as well as our customers' developers. Your work will play a crucial role in ensuring our customers' success and the continued effectiveness of their integration with Metronome.

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.
Handle customer escalations through our ticketing system.
Use internal observability tools to diagnose and scope customer-facing issues.
Collaborate directly with customers via Slack and other channels.
Develop internal tools and documentation to improve the support experience.
Provide feedback to our product team on common challenges and influencing our product roadmap.

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
Can communicate technical capabilities of the product to customers
Experience writing scripts or internal tools using APIs
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
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
Worked on modern enterprise software which is business critical
Experience creating knowledge base articles and internal documentation
Familiarity with at least one ticketing system, such as Pylon, Zendesk, Front, or similar

Skills

APIs
SQL
Typescript
Python
Ruby
Ticketing system

Experience Level

2+ years

About the Company

Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.
Metronome, now part of Stripe, is the leading usage-based billing platform built for modern software companies. With Metronome, companies can launch products faster, offer any pricing model, and streamline finance workflows without writing code.
Our platform computes millions of invoices per billing period and is scaling rapidly to accommodate new customers, saving them hours of development time and manual invoicing and enabling them to use consumption data to better serve their customers. Our customers love our product and approach, and we’re humbled to work with amazing companies like OpenAI, NVIDIA, Confluent, and Anthropic.