Technical Support Engineer

Metronome is the leading usage-based billing platform built for modern software companies. Our platform computes millions of invoices per billing period and scales rapidly to accommodate new customers, enabling consumption data to drive value for users. You'll be joining an experienced team with founders who have built and sold startups and who have scaled teams through periods of rapid growth. We have raised significant investment and work with notable investors and customers. 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 primary responsibilities will include handling customer escalations through our ticketing system, using observability tools to diagnose and scope issues, collaborating directly with customers via Slack and other channels, and developing internal tools and documentation to improve the support experience. You will provide feedback to our product team on common challenges and influence our product roadmap. What You\'ll Do Provide technical guidance to customers’ developers on best practices for integrating with our APIs and utilizing our functionality. Troubleshoot issues that arise from customers and diagnose blockers. Escalate issues with customer context to the engineering team. Develop internal tools to automate customer workflows 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. Impact You\'ll Have Improve the product through your interactions with individual customers and ensure successful integrations. Help ensure customer success and the continued effectiveness of integrations with Metronome. Contribute to an inclusive, fun environment focused on helping customers get maximum value from Metronome. Qualifications 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 Ability to communicate the 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 explain complex technical concepts clearly Customer empathy and problem-solving mindset 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 with modern enterprise software that is business critical Experience creating knowledge base articles and internal documentation Familiarity with at least one ticketing system (e.g., Zendesk, Front, or similar) Compensation The estimated base salary range for this role is $137,000 - $205,600. In addition to base salary, Metronome offers a competitive total rewards package, including equity and comprehensive health benefits. The actual base salary will vary based on factors including market value, qualifications, and experience. The listed range is a guideline and may be modified. #J-18808-Ljbffr