Senior Enterprise Support Engineer (SQL & API, Data-Driven)

Stripe; Dublin; On-site; EUR 70,000 - 110,000; Full time

Job summary

Stripe in Ireland is seeking a seasoned Product Support professional to drive high-quality user experiences. You will own complex technical issues, coordinating with Engineering and Product to resolve them and improve support systems.

Using SQL and API knowledge, you will analyze data, inform decisions, and push continuous improvements to CSAT, SLA, and contact-rate metrics while scaling operations and creating effective self-service resources.

Qualifications

• 5+ years in a customer-facing product support role focusing on troubleshooting technical issues.
• Proficiency in SQL for data analysis and querying.
• Experience working with APIs.
• Excellent problem-solving skills with ability to drive issues to resolution.
• Proven stakeholder management and cross-functional collaboration.
• Experience in project management optimizing processes, workflows, or support operations.
• Willingness to work occasional weekends and holidays (with compensatory time off).

Responsibilities

• Analyse and troubleshoot complex issues via direct user interaction, using SQL and API docs.
• Develop product and platform expertise with Engineering, Product, and Operations teams to diagnose and resolve user issues.
• Strategically optimise and scale support processes for efficiency and improved user experience.
• Lead continuous improvement initiatives to hit KPIs like CSAT, Contact Rate, and SLA compliance.
• Create and refine self-service documentation to empower users to resolve issues independently.
• Collaborate with Product and Engineering to proactively improve the platform based on user feedback.
• Lead cross-functional projects to identify inefficiencies and drive long-term solutions.
• Challenge status quo and push for innovation in user support strategies and processes.

Skills

SQL

APIs

Customer-facing communication

Stakeholder management

Project management

Job description

Stripe in Ireland is seeking a seasoned Product Support professional to drive high-quality user experiences. You will own complex technical issues, coordinating with Engineering and Product to resolve them and improve support systems.

Using SQL and API knowledge, you will analyze data, inform decisions, and push continuous improvements to CSAT, SLA, and contact-rate metrics while scaling operations and creating effective self-service resources.