Technical Support Engineer — APIs & Automation (Remote)

Stripe; Seattle (WA); Hybrid; USD 137,000 - 206,000; Full time

Benefits offered by this job

Equity

Company bonus

401(k) plan

Medical, dental, and vision benefits

Wellness stipends

Job summary

Stripe is hiring for a technical support engineer on the Metronome-backed Stripe platform. You will be on the front lines delivering world-class customer service, becoming an expert on our product, and partnering with Metronome's engineers, customer success, and growth teams as well as customers’ developers.

Your role includes handling escalations, diagnosing issues with observability tools, collaborating via Slack and other channels, and building internal tools and documentation to improve the

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 issues that arise from customers and diagnose 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 technical support

Engineering collaboration

Bug triage & debugging

Technical communication

Scripting with APIs

SQL knowledge

Strong written & verbal

Customer empathy

Tools

Zendesk

Pylons

Job description

Stripe is hiring for a technical support engineer on the Metronome-backed Stripe platform. You will be on the front lines delivering world-class customer service, becoming an expert on our product, and partnering with Metronome's engineers, customer success, and growth teams as well as customers’ developers.

Your role includes handling escalations, diagnosing issues with observability tools, collaborating via Slack and other channels, and building internal tools and documentation to improve the