Product Support Lead: SQL & API Mastery for Scaled Ops

Stripe; Seattle (WA); On-site; USD 116,000 - 174,000; Full time

Benefits offered by this job

Equity

401(k) plan

Medical, dental, and vision benefits

Job summary

Stripe is seeking a seasoned Product Support professional in Seattle to drive advanced technical support and operational excellence. You will own complex customer issues, partner with Engineering, Product, and Operations, and scale processes to improve CSAT and SLA metrics.

The role emphasizes data-driven decision making, strong SQL & API skills, and the ability to influence across teams. Occasional weekends may be required, with compensatory time off, and a path toward impact across Stripe's

Qualifications

• 5+ years in a customer-facing product support role focusing on troubleshooting technical issues.
• Proficiency in SQL for data analysis and querying, with ability to interpret datasets.
• Experience working with APIs and coordinating with cross-functional teams.
• Strong problem-solving skills and ability to drive issues to resolution.
• Proven stakeholder management and cross-functional influence.
• Experience in project management and optimizing support workflows.
• Willingness to work occasional weekends and holidays with compensatory time off.

Responsibilities

• Analyze and troubleshoot complex technical issues via direct user interaction (email, phone), using SQL to extract and interpret data and leveraging API documentation.
• Develop product and platform expertise, working with Engineering, Product, and Operations to diagnose and resolve user issues.
• Scale support processes with data-driven insights to improve efficiency and user experience.
• Lead continuous improvement initiatives to hit CSAT, Contact Rate, and SLA goals.
• Create and refine self-service documentation to empower users and reduce support dependency.
• Collaborate with Product and Engineering to proactively 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 user support strategies.

Skills

SQL

APIs

Problem-solving

Stakeholder management

Project management

Customer-facing

Weekend work

Job description

Stripe is seeking a seasoned Product Support professional in Seattle to drive advanced technical support and operational excellence. You will own complex customer issues, partner with Engineering, Product, and Operations, and scale processes to improve CSAT and SLA metrics.

The role emphasizes data-driven decision making, strong SQL & API skills, and the ability to influence across teams. Occasional weekends may be required, with compensatory time off, and a path toward impact across Stripe's