Senior Product Support Engineer - SQL & API Specialist

Stripe; Dublin; On-site; EUR 80,000 - 110,000; Full time

Job summary

Stripe is expanding its Product Support team in Ireland. You will own complex technical user issues and coordinate with Engineering and Product to drive them to resolution.

A deep understanding of SQL and APIs will help you analyze data, inform decisions, and propose improvements that scale support operations and enhance user experiences. You will work closely with cross-functional partners to drive continuous enhancements in processes and documentation, aiming for better CSAT, lower contact

Qualifications

• 5+ years in a customer-facing product support role.
• Proficiency in SQL for data analysis and querying.
• Experience working with APIs.
• Strong problem-solving skills with ability to drive issues to resolution.
• Proven experience in stakeholder management and cross-functional influence.
• Experience in project management to optimize processes and support operations.

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction, using SQL to extract and interpret data alongside API documentation.
• Develop product and platform expertise, working with Engineering, Product, and Operations to diagnose and resolve user issues.
• Optimize and scale support processes to enhance efficiency and user experience, using data-driven insights.
• Lead continuous improvement initiatives to improve CSAT, Contact Rate, and service-level compliance.
• Create and refine documentation to empower users to resolve issues via self-service.
• Partner with Product and Engineering to advocate for platform improvements based on user feedback.
• Lead cross-functional projects to identify inefficiencies and implement long-term solutions.
• Drive innovation in user support strategies and operational processes.

Skills

SQL

APIs

Stakeholder management

Project management

Customer-facing support

Job description

Stripe is expanding its Product Support team in Ireland. You will own complex technical user issues and coordinate with Engineering and Product to drive them to resolution.

A deep understanding of SQL and APIs will help you analyze data, inform decisions, and propose improvements that scale support operations and enhance user experiences. You will work closely with cross-functional partners to drive continuous enhancements in processes and documentation, aiming for better CSAT, lower contact