Tech Stack
Tag name is followed by "@" symbol and proficiency level value.
About proficiency levels:
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
API @ 3
Communication @ 6
Observability @ 3
Payments
Python @ 3
Ruby @ 3
SQL @ 3
Slack @ 3
TypeScript @ 3
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
Details
Who We Are
About Stripe
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.
About the Team
Metronome, now part of Stripe, is a usage-based billing platform built for modern software companies. Its platform computes millions of invoices per billing period and helps companies launch products faster, offer flexible pricing models, and streamline finance workflows without writing code.
Role Overview
As a member of the technical support engineering team, you will provide technical support to customers and their developers. You will become an expert on the Metronome product and partner with engineers, customer success, solutions architecture, growth teams, and customers’ developers.
You will handle customer escalations through the ticketing system, use internal observability tools to diagnose customer-facing issues, collaborate with customers through Slack and other channels, and develop internal tools and documentation to improve the support experience. You will also provide feedback to the product team on recurring challenges and influence the product roadmap.
Responsibilities
- Provide technical guidance to customers’ developers on best practices for integrating with Metronome APIs and using its functionality.
- Troubleshoot customer issues, diagnose blockers, and escalate issues with relevant customer context to the engineering team.
- Develop internal tools using APIs to automate customer workflows that are not currently available in the product.
- Identify recurring patterns, provide feedback, and advocate for addressing product feature gaps.
- Design and assist in implementing a comprehensive knowledge base for customers.
Requirements
Minimum Requirements
- At least 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 customer escalations.
- Ability to communicate the product’s technical capabilities to customers.
- Experience writing scripts or internal tools using APIs.
- Functional knowledge of SQL.
- Strong written and verbal communication skills, including the ability to explain complex technical concepts clearly.
- Customer empathy and the ability to solve challenging problems.
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 one or more of TypeScript, Python, or Ruby.
- Experience working on modern, business-critical enterprise software.
- Experience creating knowledge base articles and internal documentation.
- Familiarity with ticketing systems such as Pylon, Zendesk, Front, or similar tools.