Technical Support Engineer (EMEA)

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

In-office expectations

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

Pay and benefits

The annual salary range for this role in the primary location is €76,800 - €115,200. This range may change if you are hired in another location. For sales roles, the range provided is the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.

Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.

We look forward to hearing from you.

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.

Apply now

Please find our EU applicant personal information notice here.