Enterprise Support Specialist

at Stripe

📍 Dublin, Ireland

EUR 64,000-96,000 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.

API @ 3 Compliance Data Analysis @ 5 Payments Project Management @ 3 SQL @ 5

Details

Who We Are

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to ambitious startups—use Stripe to accept payments, grow revenue, and accelerate new business opportunities. Stripe's mission is to increase the GDP of the internet.

As part of the global Product Support team, this role focuses on delivering excellent user experiences through technical troubleshooting, problem-solving, project management, and improvements to support systems, processes, and product quality.

Responsibilities

Analyse and troubleshoot complex technical issues through direct user interaction via email and phone, using SQL to extract and interpret data and API documentation to investigate problems.
Develop product and platform expertise while working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
Optimise and scale support processes to improve efficiency and the overall user experience using data-driven insights and metrics.
Lead continuous improvement initiatives focused on Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreement (SLA) compliance.
Create and refine documentation that enables users to resolve issues through self-service.
Collaborate with and advocate to Product and Engineering teams to improve the platform based on user feedback and enhance long-term product reliability.
Lead cross-functional projects to identify process inefficiencies and implement long-term solutions.
Promote innovation in user support strategies and operational processes.

Requirements

Minimum Requirements

5+ years of experience in a customer-facing product support role focused on troubleshooting technical issues.
Proficiency in SQL for data analysis and querying, including the ability to interpret datasets.
Experience working with APIs.
Excellent problem-solving skills, with the ability to diagnose complex issues and drive them to resolution.
Stakeholder management experience, including the ability to influence cross-functional teams and drive progress.
Project management experience, particularly involving process, workflow, or support-operations optimisation.
Willingness to work occasional weekends and holidays, with compensatory time off.

Preferred Qualifications

Strong data analysis skills and an interest in using data to improve decision-making and outcomes.
Ability to explain technical concepts to technical and non-technical stakeholders.
Comfort working in technical environments and diagnosing and resolving highly technical user issues.