Technical Support Engineer

Overview Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to 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 lot of work ahead that offers an opportunity to contribute to the global economy. About the team Metronome, now part of Stripe, is the leading usage-based billing platform built for modern software companies. It enables companies to launch products faster, offer any pricing model, and streamline finance workflows without writing code. The platform processes millions of invoices per billing period and is scaling rapidly to accommodate new customers, saving time on development and invoicing while leveraging consumption data to better serve customers. We work with companies like OpenAI, NVIDIA, Confluent, and Anthropic. What you’ll do 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, growth teams, and our customers\' developers. Your primary responsibilities include handling customer escalations through our ticketing system, diagnosing and scoping customer-facing issues with internal observability tools, 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 to influence the product roadmap, viewing every support escalation as an opportunity to learn. Through your interactions with individual customers, you will help improve our product for everyone. Your work will contribute to customer 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 issues, diagnose blockers, and escalate with customer context to the engineering team. Develop internal tools to automate customer workflows not currently available in our product; provide feedback on recurring patterns and advocate for addressing feature gaps. Design and assist in implementing a comprehensive knowledge base to assist customers with using our product. Who you are We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. Preferred qualifications are a bonus, not a requirement. Minimum 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 Ability to 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 explain complex technical concepts clearly A mindset of customer empathy and problem-solving ability Preferred qualifications 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 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, such as Pylon, Zendesk, Front, or similar #J-18808-Ljbffr PVH (Tommy Hilfiger/Calvin Klein)