At a Glance
- Tasks: Provide top-notch technical support and collaborate with engineers to enhance customer experience.
- Company: Join Stripe, a leading financial infrastructure platform transforming the global economy.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Dynamic startup environment with potential for career advancement and skill development.
- Why this job: Make a real impact by helping customers succeed with innovative billing solutions.
- Qualifications: 2+ years in technical support or engineering, strong communication skills, and problem-solving mindset.
The predicted salary is between 45000 - 55000 £ per year.
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.
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.
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. 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.
- Developing internal tools and documentation to improve the support experience.
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.
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.
Technical Support Engineer (EMEA) in London employer: Triwill Group
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StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer (EMEA) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Triwill Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Triwill Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Engineer (EMEA) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Triwill Group:Your cover letter is your chance to shine! Tell us why you want to work at Triwill Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Triwill Group!
How to prepare for a job interview at Triwill Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
