Technical Support Engineer
Metronome · San Francisco, CA
- On site
- Full-time
- $171,300 / year
- San Francisco, CA
Job highlights
- Provide world-class customer service.
- Become a product expert.
- Handle customer escalations.
- Develop internal tools and documentation.
- Influence product roadmap.
About the role
About Us
Metronome 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.
You'll be joining an experienced team that includes founders who have successfully built and sold startups before. Our founders and employees also have direct experience building and scaling teams through massive growth at companies like Dropbox, Clever, and New Relic. On the back of this experience and our success-to-date, we’ve raised over $128M from leading investors including NEA, Andreessen Horowitz, General Catalyst, Elad Gil, and Workday Ventures. We’re also proud to have founders and executives of companies like Segment, Plaid, Looker, Gitlab, Confluent, HashiCorp, and Snowflake, as investors who have experienced the pain we're solving firsthand.
About the Role
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.
What You'll Do
- 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.
Impact You'll Have
- 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.
- The Metronome team is more well-rounded because you bring your unique personality to work and help create an inclusive fun environment focused on helping our customers get the most value out of Metronome.
Qualifications
- 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
Bonus Points
- 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
Compensation
The estimated base salary range for this role is $137,000 - $205,600. In addition to your base salary, Metronome offers a competitive total rewards package, including but not limited to, market-benched equity, sales incentive pay (for eligible roles), comprehensive health benefits, and other benefits listed below.
The actual base salary will vary based on factors including market value, individual qualifications objectively assessed during the interview process, and previous experience. The listed range above should serve as a guideline and may be modified at any time. We believe that compensation reflects the expected impact you will have at the company, relative to the market value of your role. We also conduct an annual pay audit to ensure pay is fair, indexed to market value, and that pay takes into account continued performance at Metronome. If you would like to learn more about our philosophy or about why we are all billing nerds, send us a message. We’d love to talk!
Benefits for Full-time employees:
- Excellent medical, dental, vision, and life insurance coverage, including a One Medical membership
- Paid parental leave
- FSA (Flexible spending account)
- Retirement planning - Traditional and ROTH 401(k)
- Flexible time off
- Employee assistance program (mental health benefits)
- Culture where personal growth is highly valued
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Key skills/competency
- Technical Support Engineer
- Customer Support
- API Integration
- Troubleshooting
- Debugging
- SQL
- Technical Documentation
- Customer Empathy
- Problem Solving
- B2B Support
Skills & topics
- Technical Support Engineer
- Customer Support
- API
- Billing
- SaaS
- Troubleshooting
- Debugging
- SQL
- Engineering
- B2B
How to get hired
- Tailor your resume: Highlight B2B customer-facing technical support experience and engineering collaboration.
- Showcase technical skills: Emphasize API, SQL, scripting, and debugging experience.
- Demonstrate communication: Provide examples of breaking down complex technical concepts.
- Address problem-solving: Prepare to discuss customer empathy and challenging issue resolution.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the primary responsibilities of a Technical Support Engineer at Metronome?
- As a Technical Support Engineer at Metronome, you'll be on the front lines, providing world-class customer service. This involves handling customer escalations, using internal tools to diagnose issues, collaborating with customers and internal teams, and developing internal tools and documentation. You'll also provide feedback to the product team to influence the roadmap.
- What technical skills are essential for this Technical Support Engineer role at Metronome?
- Essential technical skills include experience in a B2B customer-facing technical support or engineering role, the ability to debug and triage issues, experience with APIs and SQL, and the ability to write scripts or internal tools. Strong communication skills to explain complex technical concepts are also crucial.
- What kind of companies does Metronome work with?
- Metronome works with leading software companies, including well-known names like OpenAI, NVIDIA, Confluent, and Anthropic. The platform is designed for modern software companies looking to streamline their billing and finance workflows.
- What is the expected compensation for a Technical Support Engineer at Metronome?
- The estimated base salary range for this Technical Support Engineer role at Metronome is $137,000 - $205,600 annually. This is in addition to a competitive total rewards package including equity and comprehensive benefits.
- What are the benefits of working at Metronome as a Technical Support Engineer?
- Metronome offers a comprehensive benefits package for full-time employees, including excellent medical, dental, vision, and life insurance, paid parental leave, FSA, retirement planning (401(k)), flexible time off, and employee assistance programs. They also foster a culture that values personal growth and creates an inclusive, fun environment.
- What experience is considered a bonus for the Technical Support Engineer position at Metronome?
- Bonus points include experience as an early member of a support team, building processes from scratch, startup experience, familiarity with scaling a support team, programming in Typescript, Python, or Ruby, experience with modern enterprise software, creating knowledge base articles, and familiarity with ticketing systems like Zendesk or Front.
- How does Metronome ensure fair compensation for its employees?