Technical Support Engineer (EMEA)

Overview

Stripe is a leading financial infrastructure platform enabling businesses worldwide—from startups to large enterprises—to process payments, grow revenue, and unlock new opportunities. Our mission is to expand the GDP of the internet by making the global economy accessible to everyone. Metronome, a part of Stripe, delivers a cutting-edge usage-based billing platform tailored for modern software companies, helping clients launch products faster, implement flexible pricing, and simplify finance processes without coding.

The platform processes millions of invoices each billing cycle and continues to scale as new customers join, saving them time and improving their billing efficiency. Our prestigious client roster includes OpenAI, NVIDIA, Confluent, and Anthropic.

Role Responsibilities

• Deliver top-tier technical support to customers, acting as the first point of contact for escalations through the ticketing system.
• Use internal diagnostic tools to identify and assess customer issues for timely resolution.
• Engage directly with customers primarily via Slack and related communication channels to provide excellent service.
• Create and maintain internal resources such as tools and documentation to streamline and enhance the customer support experience.
• Collaborate closely with Metronome’s engineering, customer success, solutions architecture, and growth teams to address technical challenges and improve product functionality.
• Provide actionable feedback to the product team based on recurring customer challenges influencing the product roadmap.

Candidate Profile

This position requires a minimum of two years’ experience in a customer-facing technical support or engineering role within a B2B setting, combined with strong problem-solving ability and communication skills. Ideal candidates will be adept at debugging issues, triaging escalations, and explaining technical concepts clearly to clients.

Experience writing scripts or building tools utilizing APIs is important, alongside functional SQL knowledge. The role demands empathy for customers and a proactive attitude towards resolving complex issues.

Preferred Qualifications

• Experience contributing to or founding support teams and developing foundational processes.
• Past involvement in startups and scaling support functions.
• Programming proficiency in Typescript, Python, or Ruby.
• Background in enterprise software critical to business operations.
• Familiarity with knowledge base creation and internal document management.
• Experience working with ticketing systems like Pylon, Zendesk, or Front.

Working Environment

This office-based role in Dublin requires spending at least half of your monthly working time on site to enable collaboration and support, which may vary by team and role specifics.

Compensation and Benefits

Annual salary in Dublin ranges between €76,800 and €115,200, subject to candidate experience, qualifications, and precise location. Compensation packages may include equity, bonuses, retirement plans, healthcare benefits, and wellness stipends. Further salary details for other regions can be discussed during interviews.

Additional Information

Applications are welcomed from candidates with diverse backgrounds and unique career trajectories. We value integrity, passion, and resilience in our team members and encourage applications even if experience does not exactly match the job description.