Location
London

Hours
Full Time

Salary
Negotiable

About the Role
Stripe is a financial infrastructure platform used by millions of companies worldwide to accept payments, grow revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, offering you an unprecedented opportunity to impact the global economy while doing meaningful work.

As a Technical Support Engineer on the Metronome team, now part of Stripe, you will provide world-class customer service and technical support for the leading usage-based billing platform built for modern software companies. You will become an expert on our product and collaborate closely with engineers, customer success, solutions architecture, growth teams, and customers' developers.

Your responsibilities will 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. You will play a critical role in providing feedback to the product team to influence the roadmap and improve the product for all users.

Your work will be essential in ensuring customer success and the continued effectiveness of their integration with Metronome.

Experience
- Minimum 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

About you
- Customer empathy and a problem-solving mindset
- Ability to communicate technical capabilities effectively to customers
- Comfortable collaborating across teams and with customers
- Preferred: Experience as an early or founding member of a support team, startup experience, and familiarity with scaling support operations
- Preferred: Programming experience in Typescript, Python, or Ruby
- Preferred: Experience with modern enterprise software and business-critical systems
- Preferred: Experience creating knowledge base articles and internal documentation
- Preferred: Familiarity with ticketing systems such as Pylon, Zendesk, Front, or similar

Qualifications
There are no formal qualification requirements; however, relevant technical experience and strong communication skills are essential for success in this role.