Technical Support Engineer, Metronome
📍 New York City, United States
📍 South San Francisco, United States
📍 Seattle, United States
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
Customer Support @ 3
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. The platform enables companies to launch products faster, offer flexible pricing models, and streamline finance workflows without writing code.
The platform computes millions of invoices per billing period and is scaling rapidly to accommodate new customers. Metronome customers include OpenAI, NVIDIA, Confluent, and Anthropic.
As a member of the technical support engineering team, you will provide technical customer support as part of the engineering organization. You will become an expert on the product and partner closely with Metronome’s engineers, customer success, solutions architecture, and growth teams, as well as customers’ developers.
You will handle customer escalations through a ticketing system, use internal observability tools to diagnose and scope customer-facing issues, collaborate directly 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 common challenges and help influence the product roadmap.
Responsibilities
- Provide technical guidance to customers’ developers on best practices for integrating with APIs and using product functionality.
- Troubleshoot customer issues, diagnose blockers, and escalate issues with customer context to the engineering team.
- Develop internal tools using APIs to automate customer workflows that are not currently available in the product.
- Provide feedback on recurring patterns 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 experience in a B2B customer-facing technical support organization or engineering.
- Experience working closely with engineering teams and providing technical feedback on customer issues.
- Ability to debug and triage customer bugs and escalations.
- Ability to communicate technical product 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 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.