Technical Support Engineer (EMEA)
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Key skills for this role
Role Overview
The Technical Support Engineer joins the technical support engineering team and works on the front lines of customer service.
The role partners with Metronome engineers, customer success, solutions architecture, growth teams, and customer developers.
Key Skills for This Role
Full Job Posting
About the company
Stripe provides financial infrastructure for businesses, and Metronome is its usage-based billing platform.
Metronome computes millions of invoices per billing period and supports consumption-based pricing and finance workflows.
Role overview
The Technical Support Engineer joins the technical support engineering team and works on the front lines of customer service.
The role partners with Metronome engineers, customer success, solutions architecture, growth teams, and customer developers.
What you will do
- Provide technical guidance to customer developers on API integration best practices and product functionality.
- Handle escalations through the ticketing system, use observability tools to diagnose issues, and collaborate with customers through Slack and other channels.
- Develop internal tools to automate customer workflows that are unavailable in the product.
- Provide feedback on recurring issues and advocate for product improvements and feature-gap resolution.
- Design and assist in implementing a comprehensive customer knowledge base.
- Help improve the product and support customer success through insights from individual customer interactions.
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 and functional knowledge of SQL.
- Strong written and verbal communication skills, including explaining complex technical concepts clearly.
- Customer empathy and ability to solve challenging problems.
Preferred qualifications
- Experience as an early or founding support-team member, including building processes from scratch.
- Startup experience and familiarity with scaling a support team.
- Programming experience in TypeScript, Python, or Ruby.
- Experience with modern business-critical enterprise software.
- Experience creating knowledge-base articles and internal documentation.
- Familiarity with Pylon, Zendesk, Front, or a similar ticketing system.
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