Remote Tech Support Engineer — API Escalations & Equity

Stripe; New York (NY); Hybrid; USD 137,000 - 206,000; Full time

Benefits offered by this job

Equity

Bonus/Commissions

401(k)

Medical/Dental/Vision

Wellness Stipends

Job summary

Stripe is seeking a technical support engineer to join the Metronome team. You'll be on the front lines delivering world-class customer service, becoming a product expert, and partnering with Metronome's engineers, customer success, and growth teams, as well as our customers' developers.

Your work will include handling escalations, diagnosing issues with observability tools, building internal tools, contributing to a knowledge base, and feeding feedback to shape the product roadmap.

Qualifications

• 2+ years in a B2B customer-facing technical support organization or engineering.
• Experience collaborating with engineering teams and giving technical feedback.
• Ability to debug and triage bugs and customer escalations.
• Ability to communicate technical product capabilities to customers.
• Experience writing scripts or internal tools using APIs and SQL.
• Strong written and verbal communication with clarity on complex concepts.
• Customer empathy and problem-solving mindset.

Responsibilities

• Provide technical guidance to customers' developers on API integration and product usage.
• Troubleshoot issues, diagnose blockers, and escalate with context to engineering.
• Develop internal tools to automate customer workflows and address feature gaps.
• Design and help implement a knowledge base to assist customers.

Skills

2+ years experience

Bug triage

Technical communication

SQL

APIs scripting

Communication skills

Customer empathy

Root cause analysis

Tools

Pylon

Zendesk

Front

Job description

Stripe is seeking a technical support engineer to join the Metronome team. You'll be on the front lines delivering world-class customer service, becoming a product expert, and partnering with Metronome's engineers, customer success, and growth teams, as well as our customers' developers.

Your work will include handling escalations, diagnosing issues with observability tools, building internal tools, contributing to a knowledge base, and feeding feedback to shape the product roadmap.