Enterprise Support & Optimization Engineer

Nubeero Limited; Dublin; Hybrid; EUR 70,000 - 90,000; Full time

Job summary

Stripe is seeking a results-driven Product Support professional to join our global team. You will own complex technical user issues, coordinate with Engineering and Product, and apply SQL and API knowledge to drive improvements in our support systems and CSAT metrics.

This role emphasizes cross-functional collaboration, data-informed decision making, and scaling processes to deliver exceptional user experiences while safeguarding platform reliability and SLA adherence.

Qualifications

• 5+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
• Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
• Experience working with APIs.
• Excellent problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
• Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
• Experience in project management, particularly in optimising processes, workflows, or support operations.
• Willingness to work occasional weekends and holidays (with compensatory time off).

Responsibilities

• Analyse and troubleshoot complex technical issues via direct user contact (email, phone), using SQL and API docs.
• Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
• Strategically optimise and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
• Lead continuous improvement initiatives aimed at hitting key performance metrics such as CSAT, Contact Rate, and SLA compliance.
• Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
• Collaborate with and advocate to Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
• Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
• Constantly challenge the status quo and push for innovation in user support strategies and operational processes.

Skills

SQL analysis

APIs

Customer support

Problem solving

Stakeholder management

Project management

Weekend availability

Job description

Stripe is seeking a results-driven Product Support professional to join our global team. You will own complex technical user issues, coordinate with Engineering and Product, and apply SQL and API knowledge to drive improvements in our support systems and CSAT metrics.

This role emphasizes cross-functional collaboration, data-informed decision making, and scaling processes to deliver exceptional user experiences while safeguarding platform reliability and SLA adherence.