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stripe

Technical Support Engineer

San Francisco, CAmidAdded today

About this role

Stripe's Metronome (a usage-based billing platform) seeks a Technical Support Engineer to be the frontline expert for customer issues, working across engineering, customer success, and developer communities. You'll diagnose complex integration problems, develop internal tools, build documentation, and drive product improvements based on customer feedback.

What you'll do

  • Handle customer escalations and technical issues through ticketing systems with detailed diagnosis and engineering collaboration
  • Provide technical guidance to customers' developers on API integration best practices and platform functionality
  • Troubleshoot and triage customer blockers using internal observability tools, with proper context for engineering handoff
  • Build internal tools and automation scripts to address customer workflow gaps and improve support efficiency
  • Create and maintain comprehensive knowledge base documentation and resources for customer self-service
  • Synthesize customer feedback patterns and advocate for product roadmap improvements

What they're looking for

  • B2B technical customer support or engineering experience
  • API scripting and SQL (minimum requirement)
  • Bug diagnosis and escalation triage
  • Technical communication and explaining complex concepts
  • Typescript, Python, or Ruby programming (preferred)
  • Knowledge base and documentation creation
  • Ticketing system proficiency (Pylon, Zendesk, Front, or similar)
  • Strong problem-solving and customer empathy
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stripe

Stripe builds payment infrastructure and financial services platforms, offering APIs and tools that enable developers and businesses to process transactions, detect fraud, verify identity, and manage security at scale. The company is hiring Backend Engineers, Full Stack Engineers, ML Engineers, AI Engineers, and Security Engineers to develop core platform systems, payment intelligence, customer support infrastructure, and security data platforms.

Website
stripe.com
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Likely interview questions

  • Walk us through a time you debugged a customer integration issue—how did you isolate the root cause and communicate it to both the customer and engineering team?
  • Describe your experience working with APIs; what internal tools or scripts have you built to solve customer problems?
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