Technical Support Specialist

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

Technical Solutions Specialists (TSS) are the perfect union of two areas of expertise: product knowledge and full-stack developers. This team provides integration guidance & support, on a foundation of deep understanding of Stripe’s products. 

The team partners with technical or developer users, as developers themselves, to answer questions and advise on how to improve or modify integrations to get the most out of Stripe’s powerful infrastructure.

If you’re curious and looking to find experience that will launch you into a path into software development, this is the role for you!

What you’ll do

Responsibilities

• Spend the majority of your time troubleshooting user issues and advising technical users on their integrations across multiple platforms (including email, chat, and occasionally over the phone)
• Partner with mentors on the team on focused and deliberate learning objectives designed to improve your developer skills and build better coverage within the team
• Work a mixed schedule allowing us to provide our most technical users with 24/5 front-line developer support and guidance
• Take an analytical approach to tracking points of friction for users and work with other teams to make those parts of Stripe better
• Optimize our internal and external documentation for all of Stripe’s product
• Work with TSE and Product Engineering to solve or advise on sophisticated technical issues

To equip you for this, as a TSS, you will go through an extensive onboarding that provides foundational understanding in at least one programming environment as you go deeper on Stripe’s API & product features. Over time, you will learn the basics of all of Stripe’s supported backend languages as well as front-end JavaScript and/or React. You will also solidify your knowledge of SQL and Splunk basics to excel on the job.

Who you are

We’re looking for someone who:

• Has 18+ months experience of supporting Stripe’s products in user-facing roles.
• Is capable of clearly and confidently communicating technical guidance to users of varied technical backgrounds.
• Loves interacting with new people, sometimes chatting live with many at the same time.
• Is familiar with SQL and comfort building basic queries and modifying more complex ones.
• Has strong technical troubleshooting skills and experience interfacing with technical teams.
• Excels at written communication skills, with a passion to interact with users and stakeholders clearly and empathetically.

Nice to haves:

• Operations savvy mindset, with an ability to identify and eliminate process friction while continuing to build scalable processes.
• Have graduated from a full-stack development bootcamp with at least two large-scale projects deployed; or have a bachelors in Computer Science, Software Engineering, or similar, with experience in at least one web application framework and programming language.
• [APAC only] Fluency in Mandarin, Japanese or Bahasa Indonesian is a nice-to-have to support local markets within the region.
• [EMEA only] Fluency in French or German is a nice-to-have to support local markets within the region.

Intrigued? You are encouraged to apply.