The Technical Support Engineer at Stripe will be a key member of the Metronome team, providing world-class customer service and technical guidance to customers integrating with the platform. This role involves collaborating closely with engineering, customer success, and growth teams to diagnose and resolve customer issues. The engineer will also develop internal tools and documentation to enhance the support experience. This position offers an opportunity to influence product development based on customer feedback and improve overall customer success.

• 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.
• Strong written and verbal communication skills, with the ability to break down complex technical concepts clearly.
• Experience writing scripts or internal tools using APIs, and functional knowledge of SQL.

• 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.
• Design and assist in implementing a comprehensive knowledge base to assist customers with using our product.