Senior Enterprise Support Engineer - SQL & API

Stripe, Inc.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Stripe, Inc. is seeking an experienced Product Support professional to join our global team in Singapore. You will own complex technical user issues and collaborate with Engineering, Product, and Operations to improve support systems and product quality.

You will analyze data with SQL, engage with APIs, drive operational efficiency, and contribute to scaling our support operations. The role emphasizes data-driven decisions and continuous improvement aligned with CSAT, contact rate, and SLA

Qualifications

• Mandarin proficiency is required for daily communications with users in the Greater China region.
• 4+ years of experience 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 and ability to drive issues to resolution.
• Proven stakeholder management and ability to influence cross-functional teams.
• Experience in project management, optimizing processes, workflows, or support operations.
• Willingness to work occasional weekends and holidays with compensatory time off.

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), using SQL to extract data and interpret it.
• Develop product and platform expertise, working with Engineering, Product, and Operations to diagnose and resolve user issues.
• Strategically optimize and scale support processes to enhance efficiency and user experience, using data-driven insights and metrics.
• Lead continuous improvement initiatives to hit metrics like CSAT, Contact Rate, and SLA compliance.
• Create and refine self-service documentation to reduce support dependency.
• 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 the status quo and push for innovation in user support strategies and processes.

Skills

Mandarin proficiency

SQL

APIs

Troubleshooting

Problem solving

Stakeholder management

Project management

Customer-facing

Job description

Stripe, Inc. is seeking an experienced Product Support professional to join our global team in Singapore. You will own complex technical user issues and collaborate with Engineering, Product, and Operations to improve support systems and product quality.

You will analyze data with SQL, engage with APIs, drive operational efficiency, and contribute to scaling our support operations. The role emphasizes data-driven decisions and continuous improvement aligned with CSAT, contact rate, and SLA