Senior Product Support Engineer: SQL & API | Equity

Stripe; San Francisco (CA); Presencial; USD 127.000 - 191.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity

401(k) plan

Medical, dental, and vision benefits

Wellness stipend

Descripción de la vacante

Stripe in San Francisco is seeking a Product Support specialist to own complex technical user issues and drive cross-functional collaboration with Engineering and Product. You will scale support operations and improve product quality through data-informed decisions.

Proficiency in SQL and APIs, strong problem-solving, and experience with stakeholder management are essential as you create self-service documents and lead initiatives to boost CSAT and reduce resolution times.

Formación

• 5+ years in a customer-facing product support role.
• Proficiency in SQL for data analysis.
• Experience working with APIs.
• Strong problem-solving and cross-functional collaboration.

Responsabilidades

• Analyze and troubleshoot complex technical issues through direct user interaction, using SQL and API documentation.
• Develop platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
• Scale support processes to enhance efficiency and improve the overall user experience.
• Lead continuous improvement initiatives to achieve CSAT, Contact Rate, and SLA targets.
• 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 identifying inefficiencies and driving long-term solutions.
• Drive innovation in user support strategies and operational processes.

Conocimientos

SQL

APIs

Customer-facing support

Data analysis

Stakeholder management

Project management

Descripción del empleo

Stripe in San Francisco is seeking a Product Support specialist to own complex technical user issues and drive cross-functional collaboration with Engineering and Product. You will scale support operations and improve product quality through data-informed decisions.

Proficiency in SQL and APIs, strong problem-solving, and experience with stakeholder management are essential as you create self-service documents and lead initiatives to boost CSAT and reduce resolution times.