Strategic Overview
Technical Support Engineer, Metronome at Stripe is a sales-support opportunity centered on the specialist responsibilities and outcomes described in the employer's listing.
The published role emphasizes work such as 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…
The role is listed for Singapore with the working arrangement published with the role, giving candidates the practical context needed to assess fit before applying.
Key information at a glance
About This Role
Metronome, now part of Stripe, is the leading usage-based billing platform built for modern software companies. With Metronome, companies can launch products faster, offer any pricing model, and streamline finance workflows without writing code.
Our platform computes millions of invoices per billing period and is scaling rapidly to accommodate new customers, saving them hours of development time and manual invoicing and enabling them to use consumption data to better serve their customers. Our customers love our product and approach, and we’re humbled to work with amazing companies like OpenAI, NVIDIA, Confluent, and Anthropic.
Key Responsibilities & Objectives
- 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.
Required Qualifications & Candidate Blueprint
- 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
Salary & Benefits
The available source data does not publish a numerical salary range for this opening. We do not estimate or substitute third-party figures.
Full Job Description
The following is the complete job description supplied by the source. We sanitize unsafe markup and remove external links, but do not shorten or rewrite the employer's source content.
Who we are
About Stripe
Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.
About the team
Metronome, now part of Stripe, is the leading usage-based billing platform built for modern software companies. With Metronome, companies can launch products faster, offer any pricing model, and streamline finance workflows without writing code.
Our platform computes millions of invoices per billing period and is scaling rapidly to accommodate new customers, saving them hours of development time and manual invoicing and enabling them to use consumption data to better serve their customers. Our customers love our product and approach, and we’re humbled to work with amazing companies like OpenAI, NVIDIA, Confluent, and Anthropic.
What you’ll do
As a member of our technical support engineering team, you will be on the front lines providing world-class customer service. As part of our engineering organization, you will become an expert on our product and partner closely with Metronome's engineers, customer success, solutions architecture, and growth teams, as well as our customers' developers.
Your primary responsibilities will include handling customer escalations through our ticketing system, using internal observability tools to diagnose and scope customer-facing issues, collaborating directly with customers via Slack and other channels, and developing internal tools and documentation to improve the support experience. Since we view every support escalation as an opportunity to learn, both as individuals and as a company, you will play a critical role in providing feedback to our product team on common challenges and influencing our product roadmap.
Through your interactions with individual customers, you will help improve our product for everyone. Your work will play a crucial role in ensuring our customers' success and the continued effectiveness of their integration with Metronome.
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.
Who you are
We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
Minimum requirements
- 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
Preferred qualifications
- Experience as an early or founding member of a support team, including building processes from scratch
- Startup experience and familiarity with scaling a support team
- Programming experience in one or more of Typescript, Python, or Ruby
- You have worked on modern enterprise software which is business critical
- Experience creating knowledge base articles and internal documentation
- Familiarity with at least one ticketing system, such as Pylon, Zendesk, Front, or similar
Editor’s Market Perspective (Our Custom Analysis)
Why This Position Matters
This sales-support opening is a useful opportunity for candidates whose experience matches the role-specific capabilities named in the listing. Its strongest career signal is the scope of the work itself — particularly Provide technical guidance to customers’ developers on best practices for integrating with our APIs and utilizing our functionality. — rather than a generic title alone.
Resume & Application Strategy
For the application, mirror the employer's language where it truthfully matches your background: foreground the role-specific capabilities named in the listing, quantify outcomes from comparable work, and place the most relevant experience near the top of the resume. If the listing specifies tools, platforms, leadership scope, or domain experience, use those exact terms in context instead of presenting an unrelated keyword list.
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