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You’ll field customer escalations through the ticketing system, diagnose issues with internal observability tools, and work directly with customers via Slack. You’ll also build internal automation scripts, create documentation, and help shape the knowledge base.
At least 2 years of B2B technical support or engineering experience, strong debugging and API scripting skills (including SQL), and the ability to clearly explain technical concepts. You should also have a track record of collaborating with engineering teams and strong written/verbal communication.
Your work keeps Metronome’s high‑volume billing platform reliable for enterprise customers and turns support tickets into product improvements. This directly supports Stripe’s mission to expand the internet’s GDP.
Someone who enjoys solving complex technical problems for developers, thrives on customer empathy, and likes building tools and documentation. Ideal candidates are proactive troubleshooters comfortable partnering with engineers.
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.
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.
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.
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.
Stripe
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