API-Savvy Technical Support Engineer

Jackalope Digital LLC; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Stripe's Metronome team in London is seeking a technical support engineer to join our front-line customer service team. You will become an expert on our product and partner with Metronome's engineers, customer success, solutions architecture, and our customers' developers.

Your primary responsibilities include guiding customers on API integration, diagnosing and triaging issues, and developing internal tools and documentation to improve the support experience.

Qualifications

• 2+ years of work experience in a B2B customer-facing technical support organization or in engineering.
• Experience collaborating with engineering teams and providing technical feedback on customer issues.
• Ability to debug and triage bugs and escalations from customers.
• Ability to describe technical capabilities of the product to customers.
• Experience scripting or internal tools using APIs; SQL knowledge.
• Strong written and verbal communication and ability to explain complex concepts clearly.
• Customer empathy and problem-solving mindset.

Responsibilities

• Provide technical guidance to customers’ developers on API integration and capabilities.
• Troubleshoot issues, diagnose blockers, and escalate with context to the engineering team.
• Develop internal tools to automate customer workflows and document patterns.
• Contribute to a knowledge base to help customers use the product.

Skills

Technical support

B2B experience

Engineering collaboration

SQL knowledge

Scripting

Communication skills

Bug triage

API basics

Tools

Zendesk

Pylon

Front

Job description

Stripe's Metronome team in London is seeking a technical support engineer to join our front-line customer service team. You will become an expert on our product and partner with Metronome's engineers, customer success, solutions architecture, and our customers' developers.

Your primary responsibilities include guiding customers on API integration, diagnosing and triaging issues, and developing internal tools and documentation to improve the support experience.