Location
London, Dublin

Hours
Full Time

Salary
Negotiable

About the Role
Stripe is a financial infrastructure platform for businesses, powering millions of companies from startups to the largest enterprises to accept payments, grow revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, offering you a unique opportunity to impact the global economy while doing meaningful work.

Metronome, now part of Stripe, is the leading usage-based billing platform built for modern software companies. It enables companies to launch products faster, offer flexible pricing models, and streamline finance workflows without writing code. Our platform processes millions of invoices per billing period and is rapidly scaling to support new customers, saving them development time and manual invoicing efforts.

As a Technical Support Engineer on the Metronome team, you will be on the front lines delivering world-class customer service. You will become an expert on our product and collaborate closely with Metronome's engineers, customer success, solutions architecture, growth teams, and customers' developers. Your responsibilities include handling customer escalations via our ticketing system, diagnosing issues using internal observability tools, collaborating directly with customers through Slack and other channels, and developing internal tools and documentation to enhance the support experience.

Every support escalation is an opportunity to learn and improve. You will provide critical feedback to the product team on common challenges, influencing the product roadmap and helping improve the product for all customers. Your work will be essential to ensuring customer success and the effectiveness of their integration with Metronome.

Experience
- 2+ years in a B2B customer-facing technical support or engineering role
- Experience working closely with engineering teams and providing technical feedback
- Ability to debug and triage bugs and customer escalations
- 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 problem-solving mindset

About you
- Comfortable providing technical guidance to developers on API integration and product functionality
- Able to troubleshoot and diagnose blockers effectively
- Skilled at escalating issues with appropriate customer context
- Collaborative and proactive in improving support workflows and documentation

Qualifications
- Preferred: Experience as an early or founding member of a support team, including building processes from scratch
- Preferred: Startup experience and familiarity with scaling support teams
- Preferred: Programming experience in Typescript, Python, or Ruby
- Preferred: Experience with modern enterprise software that is business critical
- Preferred: Experience creating knowledge base articles and internal documentation
- Preferred: Familiarity with ticketing systems such as Pylon, Zendesk, Front, or similar