Technical Support Engineer

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.

Intensogruppen AB

Hos Advansor får du möjligheten att ta nästa steg i karriären och bli en teknisk specialist inom marknadsledande CO₂-teknik. Här kombinerar du din kyltekniska erfarenhet med support, felsökning, kundkontakt och utbildning i en internationell organisation som ligger i framkant inom hållbara kyl- och värmelösningar. Du blir en del av ett sammansvetsat team där kunskapsdelning, samarbete och teknisk utveckling står i fokus varje dag. Arbetsuppgifter Som Technical Support Engineer / Aftersales Engineer är du en viktig teknisk resurs för våra kunder och samarbetspartners. Du stöttar tekniker och kunder med allt från felsökning till utbildning och driftsättning. Rollen innebär ett nära samarbete med kollegor inom After Sales, produktion, utveckling och leverantörer för att säkerställa att våra kunder får bästa möjliga stöd genom hela anläggningens livscykel. Du kommer bland annat att: Ge teknisk support och felsöka Advansors CO₂-baserade kyl- och värmesystem. Hantera garantiärenden och tekniska utredningar. Genomföra utbildningar för kunder och tekniker, både digitalt och på plats. Delta vid driftsättning och uppstart av nya anläggningar i Sverige och övriga Europa. Tjänsten innebär cirka 20–25 resdagar per år, främst inom Europa. Vad har Michael Jensen, Aftersales Manager, att säga om tjänsten och företaget? " At Advansor we believe that we design and produce the world’s best sustainable CO2 climate solutions. This is our focus and something we bring into our work every day to help the industry transition to natural refrigerants. You have a large degree of freedom in your daily work while being challenged on a professional level through complex projects across retail, industrial, and heating applications. It is a modern environment where you get to work with sustainable technology that makes a real difference. We offer an open and informal workplace with a strong team spirit, where trust, flexibility, and a healthy work-life balance are highly valued. Our focus is on supporting individual employees to help them achieving their goals. In this role, you need a passion for refrigeration technology and a strong desire to share your knowledge and help and support our customers and your colleagues. It is important that you enjoy troubleshooting and finding good solutions to technical questions." Din profil Vi söker dig som har en bakgrund inom kylteknik och som motiveras av att förstå, analysera och lösa tekniskt komplexa problem. Du trivs i dialogen med kunder och kollegor, gillar att dela med dig av din kunskap och ser värdet av att arbeta strukturerat i en roll där hög teknisk kompetens kombineras med service och samarbete. För att lyckas i rollen som Technical Support Engineer / Aftersales Engineer ser vi att du: Har erfarenhet som kyltekniker och en god förståelse för kylsystem och felsökning. Trivs med att utbilda, stötta och vägleda kunder och tekniker i tekniska frågor. Arbetar strukturerat och ser vikten av dokumentation och uppföljning. Kommunicerar obehindrat på svenska och engelska i både tal och skrift. Erfarenhet av CO₂-system är meriterande, men inget krav. Har du rätt tekniska grund och viljan att lära dig får du den utbildning som krävs för att bli specialist inom området. Vi erbjuder Hos Advansor får du möjligheten att arbeta med en av framtidens mest efterfrågade teknologier inom kyl- och värmeteknik. Du blir en del av ett internationellt team med hög teknisk kompetens där alla hjälps åt, delar kunskap och tillsammans strävar efter att leverera marknadens bästa support. Rollen erbjuder stor frihet, flexibilitet och goda möjligheter att utvecklas inom ett växande specialistområde. Kontakt och ansökan I denna rekrytering samarbetar vi med rekryteringskonsult Cassandra Åkerblad, 0720-708970, och Malou Magnusson, 0707-588745, på Intenso Teknikrekrytering. Skicka in din ansökan via ansökningsknappen. Vi arbetar med löpande urval under denna rekrytering, vi vill därför gärna ha in din ansökan snarast möjligt. Välkommen med din ansökan! Om oss Advansor är en marknadsledande tillverkare av hållbara kyl- och värmesystem baserade på naturligt köldmedium CO₂. Sedan starten 2006 har vi designat och producerat över 20 000 CO₂-system som idag används inom dagligvaruhandel, industri, logistik och energisektorn runt om i världen. Vi är över 400 medarbetare från fler än 40 nationaliteter som tillsammans arbetar för att utveckla världens bästa hållbara klimatlösningar. Vår kultur kännetecknas av teknisk nyfikenhet, kunskapsdelning, laganda och en stark vilja att hjälpa våra kunder att lyckas. Många förknippar CO₂ med klimatförändringar. Vi ser det annorlunda. För oss är CO₂ ett av framtidens mest hållbara köldmedier – och därför är vi stolta över att vara “Cool with CO₂.”