Technical Support Engineer: API Troubleshooter & Automation

Stripe; California (MO); On-site; USD 90,000 - 130,000; Full time

Job summary

Stripe — Metronome team is hiring a technical support engineer to provide world-class service to developers integrating our APIs. You will partner with Metronome's engineers, customer success, solutions architecture, and growth teams to diagnose issues, scope improvements, and deliver reliable support.

In this role you will build internal tools, contribute to a comprehensive knowledge base, and relay customer feedback to influence the product roadmap to ensure scalable, high-quality customer

Qualifications

• 2+ years of work experience 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

Technical support

Engineering collaboration

Debug & triage

APIs & SQL

Communication skills

Customer empathy

Tools

Zendesk

Pylon

Front

Slack

Job description

Stripe — Metronome team is hiring a technical support engineer to provide world-class service to developers integrating our APIs. You will partner with Metronome's engineers, customer success, solutions architecture, and growth teams to diagnose issues, scope improvements, and deliver reliable support.

In this role you will build internal tools, contribute to a comprehensive knowledge base, and relay customer feedback to influence the product roadmap to ensure scalable, high-quality customer