Technical Support Engineer

Polestar

The opportunity We are currently looking for a Aftersales Lead which internally will be called Customer Service Lead. This person will be a key member of Polestar`s Customer Service Operations team where you will serve as a primary point of contact for workshops and external partners, where you will ensure smooth communication and collaboration, be responsible for coordinating service operations, addressing queries and providing support to workshops and partners to maintain a high service standard. Your role will involve managing service processes, ensuring timely resolution of issues and aligning workshop and partner activities with Polestar`s operational goals. This role will be a important part of building strong relationships with our partners, and to contribute to efficient delivery of high-quality services and customer satisfaction. This position is located at Polestar Norway HQ in Fornebu, Oslo. This role will mainly work onsite to really connect with your department and be able to better collaborate with the rest of our Polestar team. With this new position our Customer Service team will grow from one to two people where both will report directly to our Head of Customer Experience. Frequent business travel to our service and retail partners is an integral part of this role, and will be required on a regular basis. The responsibilities In this role, you will be expected to drive aftersales performance, service quality and sustainable business growth across the network. As member of the Customer Service department in Norway you will be an important part of developing performance across the network as well as internally within the department. See below for a more thorough breakdown of the various tasks and areas you will be responsible for: * Drive aftersales performance, service quality, and sustainable growth across Polestar’s service network. * Support service partners in solving operational and technical challenges while maximizing customer retention and revenue. * Analyze key aftersales KPIs and translate insights into actions that improve profitability and service performance. * Lead continuous improvement initiatives that optimize operations and enhance customer experience. * Deliver strategic service market projects and build strong partner relationships to grow revenue, loyalty, and network performance. The ideal candidate To succeed in this role, and at Polestar In general, there are a few characteristics you will need to have. Curiosity. Flexibility. Tenacity. You will also need to have the ability to take initiative, build long-term relationships and have an eye for possible improvements and growth opportunities in a dynamic environment. You are driven by taking ownership, responsibility, optimalisation and collaboration. It is preferable that the candidate also has a strong analytical sense as well as having a strategic mindset to transform insights into initiatives. In addition, you will need the following qualifications: * Solid experience within automotive aftersales, service network operations, or customer service management. * Relevant degree in Business, Finance, Engineering, or equivalent professional experience. * Experience from the Polestar Service Network is considered a strong advantage. * Demonstrated ability to lead cross-functional projects and drive business and service improvements. * Strong data analysis capabilities with a track record of turning customer and operational insights into measurable results. The process If you find the position interesting and the above description matches your ambitions, be sure to apply. Our selection process is ongoing, and the job advert will remain open until it’s filled. The Polestar journey is an electric one.

Stripe

WHO WE ARE 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. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. 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. Our customers love our product and approach, and we’re humbled to work with amazing companies like OpenAI, NVIDIA, Confluent, and Anthropic. 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. 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. 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. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. 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

Adyen

This is Adyen Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition.  For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.   Technical Support Engineer  You will operate as a first interface with Adyen’s merchants across the globe. The cool thing is that you are directly working with the technical teams of our amazing merchant base. Changes you make for them have a direct impact on their ability to accept payments and further grow their business. In order to do this, you will be working closely with multiple different teams, such as Product Management, Development and Account Management. Your team is extremely merchant-focused, highly motivated and thrives on shared success. You will be part of an international team with diverse backgrounds and skill sets. With Adyen being a 24/7 business, we operate using the following the sun model. The extensive payments and technical knowledge of the team is the most valuable aspect for both, our merchants and internal functions.   What you’ll do * Provide our customers with the help and instruments they need for them to successfully accept payments globally * Be a key source of knowledge on the Adyen platform, products, APIs, financial services, the underlying web-stack technologies, and industry-standard integration methods and best practices * Support merchant technical personnel, leveraging knowledge and expertise to troubleshoot technical and operational problems to create the best possible merchant experience * Advise merchants regarding the best implementation practices as well daily operation practices and also addressing specific merchants’ issues * Serve as a feedback loop for the organization, gathering merchant’s feedback, evaluating merchant needs, and communicating these to product and management personnel   Who you are * You have minimum 4 years of experience and preferably experienced in technical support   * You love to provide operational and technical assistance to merchants and troubleshooting via phone, web-based tools and email * You make quick informed decisions under pressure and prioritize appropriately based on urgency and necessity for both internal and external requests * You’re creative and innovative, have strong problem-solving capabilities and are able to adapt to new processes and procedures quickly while dealing with many varied technical requests * You have a background of how financial services work such as reconciliation, reporting or payouts * You're able to or have a keen interest in writing scripts, SQL, JavaScript, Python or Java code and payment & finance reporting * You’re able to solve problems by identifying issues via inferring from complex data sets or reading application or hardware logs * Your experience in networking and IT hardware; or any POS experience would be a bonus * You're a team player who takes responsibility for tasks and you enjoy working independently * You're able to integrate seamlessly with a global, multicultural team (excellent relationship skills, culturally aware, adjust your communication style to audiences) * You're fluent in English and Mandarin Our Diversity, Equity and Inclusion commitments  Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at Adyen.  Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application! What’s next? Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don’t be afraid to let us know if you need more flexibility. This role is based out of our Shanghai office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.