Senior Product Support Engineer (SQL & API)

Stripe; New York (NY); On-site; USD 127,000 - 191,000; Full time

Benefits offered by this job

Equity

401(k) plan

Medical, dental, and vision benefits

Wellness stipend

Annual bonus or incentives

Job summary

Stripe is seeking a Product Support professional to own and resolve complex technical user issues by leveraging SQL and API documentation, coordinating with Engineering and Product teams to deliver scalable support solutions.

You will drive data-driven improvements, optimize processes, and contribute to high CSAT while influencing cross-functional stakeholders across the organization.

Qualifications

• 5+ 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.
• Strong problem-solving skills with the ability to diagnose complex issues and drive resolution.
• Proven experience in stakeholder management and cross-functional influence.
• Experience in project management, optimizing processes and support operations.

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction, using SQL to extract and interpret data alongside API documentation.
• Develop product and platform expertise, collaborating with Engineering, Product, and Operations to diagnose and resolve user issues.
• Optimize and scale support processes to enhance efficiency and user experience using data-driven insights.
• Lead continuous improvement initiatives to improve CSAT, contact rate, and service-level compliance.
• Create and refine documentation to empower users to resolve issues via self-service.
• Partner with Product and Engineering to advocate for platform improvements based on user feedback.
• Lead cross-functional projects to identify inefficiencies and implement long-term solutions.
• Drive innovation in user support strategies and operational processes.

Skills

SQL for data analysis

APIs

Stakeholder management

Project management

Troubleshooting technical issues

Job description

Stripe is seeking a Product Support professional to own and resolve complex technical user issues by leveraging SQL and API documentation, coordinating with Engineering and Product teams to deliver scalable support solutions.

You will drive data-driven improvements, optimize processes, and contribute to high CSAT while influencing cross-functional stakeholders across the organization.