Technical Support Engineer, Metronome

at Stripe

📍 Dublin, Ireland

EUR 92,000-138,000 per year

MIDDLE

✅ On-site

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 Payments Python @ 3 Ruby @ 3 SQL @ 3 Slack TypeScript @ 3

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. Stripe’s mission is to increase the GDP of the internet.

About the Team

Metronome, now part of Stripe, is a usage-based billing platform for modern software companies. Metronome 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. Its customers include OpenAI, NVIDIA, Confluent, and Anthropic.

As a member of the technical support engineering team, you will provide technical customer service as part of the engineering organization. You will become an expert on the product and partner with Metronome’s engineers, customer success, solutions architecture, and growth teams, as well as customers’ developers.

Responsibilities

Handle customer escalations through the ticketing system.
Use internal observability tools to diagnose and scope customer-facing issues.
Collaborate directly with customers through Slack and other channels.
Provide technical guidance to customers’ developers on best practices for integrating with APIs and using Metronome functionality.
Troubleshoot customer issues, diagnose blockers, and escalate issues with relevant customer context to the engineering team.
Develop internal tools 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.
Create internal tools and documentation to improve the support experience.
Provide feedback to the product team on common challenges and help influence the product roadmap.

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 bugs and customer 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, with 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.