Technical Support Engineer (EMEA)

Job Overview

As a Technical Support Engineer (EMEA) at Stripe, you will provide world-class customer service as part of the technical support engineering team. You will work closely with Metronome's engineers, customer success, solutions architecture, and growth teams, as well as customers' developers.

Responsibilities

• Provide technical guidance to customers' developers on best practices for integrating with APIs and utilizing 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 the 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 the product.

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.
• Experience working 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.