Enterprise Support Specialist

Stripe; Dublin; On-site; EUR 64,000 - 96,000; Full time

Job summary

Stripe in Dublin, Ireland, is seeking a seasoned Product Support professional to own complex technical user issues and drive operational improvements across our support systems.

You’ll leverage SQL and APIs to analyse data, coordinate with Engineering and Product, and scale our processes to improve CSAT, reduce contact rates, and meet SLA targets. Occasional weekend work may be required, with time off in lieu.

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; ability to interpret datasets.
• Experience working with APIs.
• Excellent problem-solving skills and ability to drive issues to resolution.
• Proven experience in stakeholder management and cross-functional collaboration.
• Experience in process optimization and project management.

Responsibilities

• Analyse and troubleshoot complex technical issues using SQL and APIs.
• Develop product and platform expertise with Engineering, Product, and Operations teams.
• Strategically optimise and scale support processes using data-driven insights.
• Lead continuous improvement initiatives to meet CSAT, contact rate, and SLA metrics.
• Create and refine documentation to empower users to resolve issues via self-service.
• Collaborate with Product and Engineering to proactively improve the platform based on user feedback.
• Lead cross-functional projects to identify inefficiencies and implement long-term solutions.
• Challenge the status quo and push for innovation in user support strategies.

Skills

SQL proficiency

APIs experience

Customer-facing

Stakeholder mgmt

Project management

Weekend work

Job description

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.

Who we are

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.

What you'll do

As part of our growing, global Product Support team, you'll be a critical driver in delivering excellent user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, problem-solving mindset, and project management skills to strategically improve our support systems, processes, and product quality. You'll own complex technical user issues and coordinate with cross-functional teams, including Engineering and Product, to drive them to resolution. A deep understanding of SQL and APIs allows you to engage with these teams effectively, analyse data to inform decisions, and propose solutions that drive operational efficiency. Your work focuses on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with our key metrics, such as Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA).

Responsibilities

• Analyse and troubleshoot complex technical issues through direct user interaction (email, phone), utilising SQL to extract and interpret data, and leveraging your knowledge of API documentation.
• 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 Consumer Satisfaction (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.

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

• 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).

Preferred Qualifications

• Strong data analysis skills and a passion for interpreting data to improve decision‑making and outcomes
• Comfortable explaining technical concepts to both technical and non‑technical stakeholders
• Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues

In‑office expectations

Office‑assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in‑office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in‑person collaboration and learning from each other, while supporting flexibility when possible.

Pay and benefits

The annual salary range for this role in the primary location is €64,000 - €96,000. This range may change if you are hired in another location. For sales roles, the range provided is the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.
Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.

We look forward to hearing from you.

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.

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