Technical Support Engineer, Metronome

at Stripe

📍 Singapore, Singapore

SGD 112,000-168,000 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 @ 3 Payments Python @ 3 Ruby @ 3 SQL @ 3 Slack @ 3 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. 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. Metronome enables companies to launch products faster, offer any pricing model, and streamline finance workflows without writing code.

The platform computes millions of invoices per billing period and is scaling rapidly to accommodate new customers. 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 engineers, customer success, solutions architecture, growth teams, and customers’ developers.

The role involves handling customer escalations through a ticketing system, using internal observability tools to diagnose and scope customer-facing issues, collaborating with customers through Slack and other channels, and developing internal tools and documentation to improve the support experience. You will also provide feedback to the product team on common challenges and 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 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 to help customers use the product.

Requirements

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 customer escalations.
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 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 enterprise software that is business critical.
Experience creating knowledge base articles and internal documentation.
Familiarity with a ticketing system such as Pylon, Zendesk, Front, or similar.