Full-Stack Engineer, Support Experience (Greater China Support)

at Stripe

📍 Canada
📍 United States
📍 Toronto, Canada
📍 Chicago, United States
📍 New York City, United States
📍 South San Francisco, United States
📍 Seattle, United States

USD 190,400-285,600 per year

SENIOR

✅ Remote ✅ Hybrid ✅ 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 @ 4 AWS @ 4 Communication @ 7 Customer Support @ 4 Docker @ 4 GraphQL @ 4 Kubernetes @ 4 Leadership @ 6 Payments React @ 6 Ruby @ 6 Technical Leadership @ 6 gRPC @ 4

Details

Stripe is a financial infrastructure platform for businesses. Millions of companies use Stripe to accept payments, grow their revenue, and accelerate new business opportunities.

Support Experience Engineering builds the technology that powers Stripe's global support operations. The Case Resolution Platform team owns the core infrastructure and tooling that enables support agents around the world to do their best work, including case routing, live channels infrastructure spanning voice and messaging, machine translation, and integrations with platforms agents depend on.

The team is expanding its live channels infrastructure to support new messaging platforms in Greater China and requires collaboration with third-party providers in the region.

Responsibilities

Design, build, and maintain full-stack services and infrastructure, spanning backend systems and user-facing tooling that support agents rely on to resolve merchant and user issues in real time.
Expand and deepen live channel integrations, including voice, messaging, and emerging platforms, across Stripe's global support operations.
Debug and solve critical production issues across services and multiple levels of the stack.
Collaborate with internal stakeholders across Infrastructure, Product, Operations, and other teams to build features at large scale while improving engineering standards, tooling, and processes.
Collaborate effectively in a distributed and hybrid team, maintaining open communication and strong connections with colleagues.

Requirements

Minimum Requirements

5+ years of industry software engineering experience.
Native Mandarin fluency.
Full-stack engineering experience with front-end proficiency. React and Ruby are the primary technologies.
Superb communication skills when working with technical and non-technical stakeholders.
Reasoned judgment to unblock yourself and make rapid forward progress in ambiguous domains.
Comfort working as a generalist across varying technologies and stacks to solve problems and support internal and external users.
User empathy and a customer-centric approach to problem solving.

Preferred Qualifications

Experience building or integrating third-party platform APIs, particularly in communications or customer support tooling.
Familiarity with real-time communication systems or messaging infrastructure.
Demonstrated technical leadership on ambiguous, impactful projects.
Practical knowledge of cloud-based services and technologies such as gRPC, GraphQL, Docker, Kubernetes, and AWS.