Engineering Manager - Support Experience

at Stripe

📍 Dublin, Ireland

EUR 136,000-204,000 per year

MIDDLE

✅ On-site

Tech Stack
Tag name is followed by "@" symbol and proficiency level value. About proficiency levels:

1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;

3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;

7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;

10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.

AI @ 3 Communication @ 3 Customer Support @ 3 GenAI Generative AI @ 3 LLM @ 3 Product Management @ 3 React @ 3 Ruby @ 3

Details

Stripe is a financial infrastructure platform for businesses. The Premium Support Experience team builds products that enable, support, and grow businesses using Stripe. The Dublin-based team is building a greenfield product to provide a differentiated support experience for Stripe's largest and most complex users, while also improving internal tooling and processes.

The team is part of the Support Experience engineering organization, which improves user support across Stripe's products, support channels, and internal tools. The organization partners closely with design, product, and operational teams and uses generative AI technologies to reimagine support experiences.

Responsibilities

Hire, lead, and manage a team of engineers, providing mentorship, guidance, and support.
Build the team's culture from the ground up, fostering collaboration, inclusion, innovation, knowledge sharing, and continuous improvement.
Partner with Product Management, Design, and company leaders to understand user needs and translate them into a technical vision and roadmap.
Drive projects across the full development lifecycle, from planning through delivery, while maintaining high standards of quality and reliability.
Balance short- and long-term roadmaps, business priorities, user experience, and sustainable technical foundations.
Collaborate with cross-functional stakeholders to integrate internal tooling and processes into differentiated workflows.
Improve engineering standards, tooling, and processes.
Communicate progress, risks, and challenges clearly to stakeholders.
Lead the design, development, and operation of production systems emphasizing extensibility, reliability, and usability.
Establish technical direction and a culture of technical excellence and sustained product delivery.

Requirements

Minimum Requirements

3+ years of experience managing teams that build and operate full-stack web applications at scale.
10+ years of overall industry experience.
Experience recruiting and building strong engineering teams.
Ability to prioritize competing requirements and stakeholders while iteratively shipping product features.
User empathy and a customer-centric approach to problem solving and product development.
Ability to work with a high level of autonomy and responsibility.
Commitment to fostering a healthy, inclusive, supportive, and challenging work environment.
Clear and persuasive written and in-person communication with technical and non-technical stakeholders.

Preferred Qualifications

Experience building a new team or product from an early stage.
Full-stack development experience, particularly with React and Ruby.
Experience designing, deploying, and owning agentic LLM solutions, including multi-step orchestrators and tool use or function calling, for complex customer support or workflow automation.
Ability to plan in quarters while setting a vision for several years.
Interest in collaborating with geographically distributed teams across Stripe.