API-Focused Technical Support Engineer

EngineersOfAI; San Francisco (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Stripe’s Metronome team in San Francisco seeks a technical support engineer to join our front-line engineers. You will partner with product, engineering and growth teams, handle escalations, build internal tools, and contribute to the knowledge base to improve the customer experience.

You will diagnose issues, communicate technical concepts clearly, and advocate for product improvements based on customer feedback. Join a fast-growing, high-impact team.

Qualifications

• 2+ years in a B2B customer-facing technical support organization or in engineering.
• Experience working closely with engineering teams and providing technical feedback on customer issues.
• Ability to debug and triage bugs and escalations from customers.
• Can 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 the ability to break down complex technical concepts clearly.
• A mindset of customer empathy and ability to solve challenging problems.

Responsibilities

• Provide technical guidance to customers’ developers on best practices for integrating with our APIs and utilizing our functionality.
• Troubleshoot any issues that arise from customers and diagnose any blockers. Escalate issues with customer context to the engineering team.
• Develop internal tools to automate customer workflows that are currently unavailable in our product. Provide feedback on recurring patterns and advocate for addressing feature gaps in the product.
• Design and assist in implementing a comprehensive knowledge base to assist customers with using our product.

Skills

B2B customer support

Engineering collaboration

Debugging and triage

APIs understanding

SQL knowledge

Strong written communication

Tools

APIs

SQL

Scripting

Internal tools

Job description

Stripe’s Metronome team in San Francisco seeks a technical support engineer to join our front-line engineers. You will partner with product, engineering and growth teams, handle escalations, build internal tools, and contribute to the knowledge base to improve the customer experience.

You will diagnose issues, communicate technical concepts clearly, and advocate for product improvements based on customer feedback. Join a fast-growing, high-impact team.