Enterprise Tech Support Architect

STRIPE PAYMENTS SINGAPORE PTE. LTD.; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Stripe Payments Singapore Pte. Ltd. is seeking a skilled Product Support specialist to own complex technical user issues, coordinate with Engineering and Product, and help scale our support operations.

You will use SQL and APIs to analyze data, improve processes, and drive CSAT, SLA, and contact rate metrics while creating helpful self-service docs and leading cross-functional projects.

Qualifications

• Mandarin proficiency for daily communications with users in Greater China.
• 4+ years in a customer-facing product support role.
• Proficient in SQL for data analysis and querying.
• Experience working with APIs.
• Strong problem-solving and stakeholder management skills.
• Experience in project management and process optimization.
• Willingness to work occasional weekends and holidays with compensatory time off.

Responsibilities

• Analyze and troubleshoot complex technical issues via direct user contact using SQL.
• Develop product and platform expertise with Engineering, Product, and Operations.
• Scale support processes with data-driven insights to improve efficiency and user experience.
• Lead continuous improvement initiatives to hit CSAT, Contact Rate, and SLA metrics.
• Create and refine self-service documentation to reduce reliance on support teams.
• Collaborate with Product and Engineering to improve the platform based on user feedback.
• Lead cross-functional projects to identify inefficiencies and implement long-term solutions.
• Challenge status quo and push for innovation in support strategies.

Skills

Mandarin (spoken/written)

SQL

APIs

Stakeholder management

Project management

Customer support

Data analysis

Job description

Stripe Payments Singapore Pte. Ltd. is seeking a skilled Product Support specialist to own complex technical user issues, coordinate with Engineering and Product, and help scale our support operations.

You will use SQL and APIs to analyze data, improve processes, and drive CSAT, SLA, and contact rate metrics while creating helpful self-service docs and leading cross-functional projects.