IT Support Engineer

Details

Who We Are

About Stripe

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

About the Team

The Corporate Technology (CorpTech) Services team is a strategic support partner to all Stripes, both in the office and remotely. The team ensures the successful operation of new hires, account off-boarding, and critical business systems with a global team.

Stripe is looking for a Tier 1 Support Engineer to join the MXC CorpTech Services team and provide in-person, thoughtful, and individualized support. The successful candidate will work in a fast-paced environment and autonomously deliver team-oriented results.

Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries in person, by email, through Slack, or via the ticketing system.
• Provide in-person IT HelpDesk assistance to Stripe employees, contingent workers, and vendors.
• Guide customers through problem-solving processes and follow up to ensure issues have been resolved.
• Run diagnostic programs to resolve problems and troubleshoot IT scripts, systems, and automation.
• Support and maintain critical SaaS tools, including Google Workspace, Slack, Zoom, JIRA, and Confluence.
• Troubleshoot Stripe-provided hardware, including macOS, Chrome OS, iOS, and peripherals.
• Facilitate the provisioning of Stripe laptops for new-hire onboarding and fleet upgrades.
• Assist with new-hire onboarding and training curricula.
• Update and maintain detailed external and internal IT documentation.
• Onboard and support third-party vendors and contractors.
• Contribute to shared global IT off-boarding tasks and responsibilities.
• Maintain and provide technical assistance for office technology, including printers, Zoom Rooms, room schedulers, and related systems.
• Own IT asset management and maintain accurate, actionable equipment records.
• Promote IT best practices and escalate inquiries to the IT Systems and Infrastructure team as necessary.
• Create and update technology documentation for internal IT teams and Scale employees.
• Participate in on-call rotations as required by the business.

Requirements

• At least 2 years of IT HelpDesk experience.
• Strong working knowledge of Apple systems and software.
• Strong working knowledge of Google Workspace, Slack, Zoom, JIRA, Confluence, or similar cloud providers.
• Strong working knowledge of Atlassian systems, including JIRA and Confluence.
• Understanding of script execution and troubleshooting, such as Ruby, Bash, and Python.
• Working knowledge of imaging and endpoint management tools, including DEP, Munki, Chef, and JAMF.
• Ability to independently manage and prioritize workload and projects.
• Outstanding interpersonal and communication skills.
• Empathy, humility, and a strong focus on customer service.
• Ability to take initiative on tickets and contribute to project design and implementation.
• Skill in writing, updating, and maintaining technical documentation and sending directed communications.
• Comfort working as an individual contributor on a global team.

The role requires problem-solving, collaboration, and the ability to ask for help when needed while striving for excellence.