Technical Support Engineer

About Stripe and Metronome

Stripe provides a comprehensive financial infrastructure platform that empowers millions of businesses, ranging from large enterprises to startups, to accept payments, increase revenue, and create new business possibilities. Their ambition is to expand the global digital economy significantly. Metronome, recently merged with Stripe, is a pioneering usage-based billing platform designed specifically for modern software firms, enabling rapid product launches, flexible pricing options, and streamlined financial workflows without the need for coding.

This platform processes millions of invoices each billing cycle and is rapidly scaling to serve more clients, saving them extensive development time and supporting improved customer interactions through consumption data. Clients include prominent companies like OpenAI, NVIDIA, Confluent, and Anthropic.

Role Overview

As a Technical Support Engineer on the team, you will deliver exceptional customer service while becoming an expert in the product. Working closely with Metronome’s engineering, customer success, solutions architecture, and growth teams, along with client developers, you will manage escalated support issues through ticket systems, apply internal observability tools to identify and scope issues, and engage directly with customers via communication platforms like Slack.

Responsibilities also include creating internal tools and documentation to enhance the support experience, providing ongoing product feedback to the product team based on common challenges encountered. Your work will be vital in ensuring customer success and refining the integration experience with Metronome.

Main Responsibilities

• Guide customers’ developers on API integration best practices and product utilization.
• Investigate and resolve customer problems, escalating when necessary with full context.
• Build internal automation tools to facilitate workflows that the product currently lacks, and recommend features to close gaps.
• Help design and maintain a comprehensive knowledge base to assist customers in using the product.

Minimum Qualifications

• At least two years’ experience in B2B technical support or engineering roles.
• Proven ability to collaborate with engineering teams and provide insightful technical feedback.
• Strong troubleshooting skills, capable of debugging and managing escalated customer issues.
• Effective communication skills to translate technical information clearly to customers.
• Experience in scripting or developing internal tools using APIs, plus working knowledge of SQL.
• Customer-focused problem-solving mindset and empathy.

Preferred Qualifications

• Experience in early-stage support team development, including process creation.
• Background in startups and scaling support operations.
• Programming experience with Typescript, Python, or Ruby.
• Familiarity with enterprise software used in critical business contexts.
• Proficiency in producing knowledge base content and internal documentation.
• Experience using ticketing systems like Pylon, Zendesk, or Front.

Hybrid and Remote Work Policy

This role supports remote work for individuals living at least 35 miles from a Stripe office, with occasional in-office attendance recommended for meetings and events. Office-based employees are expected to spend at least half their time monthly onsite or engaged with users, balancing collaboration with flexibility.

Compensation and Benefits

The position offers a US base salary ranging from $137,000 to $205,600 annually, with pay levels adjusted based on experience, qualifications, and location. Additional benefits may include equity, bonuses, 401(k), medical, dental, vision coverage, and wellness stipends.

Location

United States (Remote)