Technical Support Engineer, Metronome

• 3+ years of work experience in a highly technical support organization or in engineering
• Experience writing scripts or internal tools using APIs, and functional knowledge of SQL
• Familiarity programming in one of Typescript, Python, or Ruby
• Strong written and verbal communication skills
• A mindset of customer empathy and ability to solve challenging problems

Desirable

• As a founding member of our technical support organization, you will be on the front lines providing world-class customer service. As part of our engineering organization, you will become an expert on our product and partner closely with Metronome's engineers, customer success team, and our customers' developers
• Your primary responsibilities will include communicating with developers, debugging issues, creating and improving our internal tools
• Since we view every support escalation as an opportunity to learn, both as individuals and as a company, you will play a critical role in providing feedback and influencing our product roadmap
• 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
• Through your interactions with individual customers, you will help improve our product for everyone
• Your work will play a crucial role in ensuring our customers' success and the continued effectiveness of their integration with Metronome
• The Metronome team is more well-rounded because you bring your unique personality to work and help create an inclusive fun environment focused on helping our customers get the most value out of Metronome