Product Support Engineer - Data & API Focus

Stripe; Chicago (IL); On-site; USD 116,000 - 174,000; Full time

Job summary

Stripe is seeking a talented Product Support professional in the United States to join our global team. You will own complex technical user issues, partner with Engineering and Product, and leverage SQL and API expertise to drive scalable support and higher reliability across the platform.

You'll lead cross-functional projects, optimize workflows, create self-service documentation, and monitor CSAT, Contact Rate, and SLA to improve customer outcomes.

Qualifications

• 5+ years in a customer-facing product support role focusing on technical issues.
• Proficiency in SQL for data analysis and querying.
• Experience working with APIs.
• Strong problem-solving and cross-functional influence.
• Experience in project management and process optimization.
• Willingness to work occasional weekends and holidays with time off.

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction, using SQL to extract data and API documentation as reference.
• Develop product and platform expertise, collaborating with Engineering, Product, and Operations to diagnose and resolve user issues.
• Strategically optimize and scale support processes with data-driven insights and metrics.
• Lead continuous improvement initiatives to achieve CSAT, contact rate, and SLA goals.
• Create and refine self-service documentation to empower users and reduce support dependence.
• Collaborate with Product and Engineering to proactively improve the platform based on user feedback.

Skills

SQL

APIs

Problem solving

Stakeholder management

Project management

Weekend availability

Job description

Stripe is seeking a talented Product Support professional in the United States to join our global team. You will own complex technical user issues, partner with Engineering and Product, and leverage SQL and API expertise to drive scalable support and higher reliability across the platform.

You'll lead cross-functional projects, optimize workflows, create self-service documentation, and monitor CSAT, Contact Rate, and SLA to improve customer outcomes.