API-Focused Technical Support Engineer & Automation

JobCubby; Greater London; Hybrid; GBP 45,000 - 72,000; Full time

Job summary

Stripe’s Metronome team is seeking a Technical Support Engineer in London to act on the front lines of customer service, partnering with engineers, customer success, solutions architecture, and customers’ developers. You will handle escalations via ticketing and collaborate through Slack and other channels, building internal tools and docs to improve support experiences.

You’ll help diagnose issues using observability tools, provide feedback to the product team, and contribute to shaping the

Qualifications

• Minimum 2+ years in a B2B customer-facing technical support org or engineering
• Experience working with engineering teams and providing technical feedback on customer issues
• Ability to debug and triage bugs and escalations from customers
• Ability to communicate 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 ability to explain complex concepts clearly
• Customer empathy and problem-solving mindset

Responsibilities

• Provide technical guidance to customers’ developers on best practices for integrating with our APIs and utilizing our functionality.
• Troubleshoot issues from customers and diagnose blockers; escalate with context to the engineering team.
• Develop internal tools to automate customer workflows not currently in the product; provide feedback on recurring patterns and address feature gaps.
• Design and assist in implementing a comprehensive knowledge base to assist customers with using our product.

Skills

Technical communication

Debugging & triage

Scripting with APIs

SQL knowledge

Customer empathy

Cross-functional collaboration

API integration knowledge

Tools

Zendesk

Pylon

Front

Job description

Stripe’s Metronome team is seeking a Technical Support Engineer in London to act on the front lines of customer service, partnering with engineers, customer success, solutions architecture, and customers’ developers. You will handle escalations via ticketing and collaborate through Slack and other channels, building internal tools and docs to improve support experiences.

You’ll help diagnose issues using observability tools, provide feedback to the product team, and contribute to shaping the