Full Stack Engineer, Support Experience (Greater China Support)

Stripe, Inc.; United States; Hybrid; USD 180,000 - 240,000; Full time

Job summary

Stripe, Inc. is seeking a seasoned full-stack engineer to join Support Experience Engineering, powering the tools and infrastructure for global customer support at scale.

The role focuses on designing and maintaining backend and frontend services (React and Ruby), expanding live-channel integrations, and collaborating across Infrastructure, Product, and Operations to resolve merchant and user issues in real time.

Qualifications

• Minimum 5+ years of software engineering experience.
• Native Mandarin fluency.
• Frontend proficiency with React and backend with Ruby.
• Excellent communication with technical and non-technical stakeholders.
• Ability to reason and unblock progress across ambiguous domains.

Responsibilities

• Design, build, and maintain full-stack services and infrastructure for global support operations.
• Expand and deepen live channel integrations across messaging, voice, and other platforms.
• Debug and resolve critical production issues across services and stack levels.
• Collaborate with internal stakeholders to deliver large-scale features and improve tooling.
• Work effectively in a distributed and hybrid team with strong communication.

Skills

Mandarin (native)

Full-stack eng

React

Ruby

Communication

Ambiguity handling

Cross-functional collaboration

Customer empathy

Tools

Docker

Kubernetes

AWS

GraphQL

gRPC

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.

About the Organization

Support Experience Engineering builds the technology that powers Stripe's global support operations. Our engineers create the systems and services that support agents worldwide rely on every day to resolve issues for Stripe's millions of merchants and users — at scale, in real time, and across a growing range of channels and offerings.

The Case Resolution Platform team owns the core infrastructure and tooling that enables support agents around the world to do their best work. This includes case routing, live channels infrastructure spanning voice and messaging, machine translation, and integrations that connect Stripe's support stack to the platforms agents depend on.

What you'll do

We're looking for full-stack engineers who want to make an impact on the tools and infrastructure that power global customer support at scale. Our team collaborates with many cross-functional teams — from Infrastructure to Product to Operations — to deliver reliable, high-quality systems that support agents and merchants depend on every day. The team is actively expanding its live channels infrastructure to support new messaging platforms, including in Greater China, requiring collaboration with third-party providers in the region.

Responsibilities

• Design, build, and maintain full-stack services and infrastructure — spanning both backend systems and user-facing tooling — that support agents around the world rely on to resolve merchant and user issues in real time
• Expand and deepen live channel integrations — including voice, messaging, and emerging platforms — across Stripe's global support operations
• Debug and solve critical production issues across services and multiple levels of the stack
• Collaborate with internal stakeholders across the company to build new features at large scale, while improving internal engineering standards, tooling, and processes
• Collaborate effectively in a distributed and hybrid team, maintaining open communication and strong connections with colleagues

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 industry software engineering experience
• Native Mandarin fluency
• Full-stack engineering experience, with front-end proficiency; React and Ruby are our primary technologies
• Superb communication skills working with both technical and non-technical stakeholders
• Reasoned judgement to unblock yourself and make rapid forward progress in ambiguous domains
• Comfortable working as a generalist across varying technologies and stacks to solve problems and delight both internal and external users
• User empathy and a customer-centric approach to problem solving

Preferred qualifications

• Experience building or integrating third-party platform APIs, particularly in the communications or customer support tooling space
• Familiarity with real-time communication systems or messaging infrastructure
• Demonstrated technical leadership on ambiguous, impactful projects
• Good understanding and practical knowledge of cloud-based services (e.g., gRPC, GraphQL, Docker/Kubernetes, AWS, etc.)