Metronome - Technical Support Engineer (EMEA)
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 • 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
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. • 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.
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