Product Support Engineer — SQL & API Expert

Triwill Group; Chicago, Northern (IL, KY); Hybrid; USD 110,000 - 170,000; Full time

Job summary

Stripe is seeking a seasoned Product Support professional to own and optimize complex technical issues, using SQL and APIs to inform decisions. You will partner with Engineering, Product, and Operations to scale support operations and improve user experiences with data-driven insights.

The role focuses on reducing escalation, improving CSAT, and driving SLA compliance while developing self-service resources for customers and stakeholders.

Qualifications

• 5+ years of experience in a customer-facing product support role.
• Proficiency in SQL for data analysis and querying.
• Experience working with APIs.
• Exceptional problem-solving skills with the ability to diagnose complex issues.
• Proven ability to influence cross-functional teams and drive progress.
• Experience in optimizing processes and workflows in support operations.
• Willingness to work occasional weekends and holidays (with compensatory time off).

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction, using SQL to extract data and API documentation.
• Develop product and platform expertise, collaborating with Engineering, Product, and Operations to diagnose and resolve issues.
• Scale and optimize support processes to improve efficiency and user experience with data-driven insights.
• Lead continuous improvement initiatives to hit CSAT, contact rate, and SLA metrics.
• Create and refine self-service documentation to empower users.
• Collaborate with Product and Engineering to proactively improve the platform.
• Lead cross-functional projects to identify inefficiencies and implement long-term solutions.
• Challenge status quo and drive innovation in user support strategies.

Skills

SQL

APIs

Stakeholder management

Project management

Customer-facing

Job description

Stripe is seeking a seasoned Product Support professional to own and optimize complex technical issues, using SQL and APIs to inform decisions. You will partner with Engineering, Product, and Operations to scale support operations and improve user experiences with data-driven insights.

The role focuses on reducing escalation, improving CSAT, and driving SLA compliance while developing self-service resources for customers and stakeholders.