Senior Product Support Engineer - SQL & API Expert

Xapply; New York (NY); On-site; USD 100,000 - 140,000; Full time

Job summary

Stripe is building a new Bridge payments platform and is seeking a Product Support professional to own complex technical user issues, coordinating with Engineering and Product to drive resolution and scale our support systems.

The role requires strong SQL and API experience, plus a track record of improving operational efficiency and user experience in a fast-paced environment. You will help bridge traditional payments with stablecoin-enabled workflows and collaborate across teams.

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 skills enabling diagnosis and resolution of complex issues.
• Proven stakeholder management with cross-functional influence.
• Experience in project management, optimizing processes, workflows, or 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, working with Engineering, Product, and Operations teams to diagnose and resolve user issues.
• Optimize and scale support processes to enhance efficiency with data-driven insights.
• Lead continuous improvement initiatives to improve metrics like CSAT, contact rate, and service-level compliance.
• Create and refine documentation to empower users to resolve issues through self-service.
• Partner with Product and Engineering to advocate for platform improvements based on user feedback.
• Lead cross-functional projects identifying inefficiencies and implementing long-term solutions.
• Challenge the status quo and drive innovation in user support strategies and operational processes.

Skills

SQL

APIs

Customer support

Stakeholder mgmt

Project management

Troubleshooting

Job description

Stripe is building a new Bridge payments platform and is seeking a Product Support professional to own complex technical user issues, coordinating with Engineering and Product to drive resolution and scale our support systems.

The role requires strong SQL and API experience, plus a track record of improving operational efficiency and user experience in a fast-paced environment. You will help bridge traditional payments with stablecoin-enabled workflows and collaborate across teams.