Technical Support Engineer, Stripe

• 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, 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
• You're encouraged to apply even if your experience doesn't precisely match the job description

Desirable

• As a member of our technical support engineering team, 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, solutions architecture, and growth teams, as well as our customers' developers
• Your primary responsibilities will include handling customer escalations through our ticketing system, using internal observability tools to diagnose and scope customer-facing issues, collaborating directly with customers via Slack and other channels, and developing internal tools and documentation to improve the support experience
• 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 to our product team on common challenges and influencing our product roadmap
• 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
• 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