Product Support Specialist
Core
Technical product support specialist who resolves complex user issues, optimizes support processes, and collaborates with Engineering/Product to improve platform reliability and user experience.
Role type
Senior IC Product Support Specialist
Builds
Support systems, processes, and product quality improvements for Stripe's global business customers
Domain
Fintech / Payments infrastructure
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
SQL, API documentation, technical troubleshooting, stakeholder management, project management, data analysis, process optimization
Preferred skills
Analytical thinking, technical communication, advanced technical environment navigation
Technologies
SQL, APIs
Responsibilities
Analyze and troubleshoot complex technical issues via direct user interaction using SQL and API knowledge. Develop product expertise by collaborating with Engineering and Product teams to resolve user issues. Strategically optimize and scale support processes using data-driven insights. Lead initiatives to hit key performance metrics (CSAT, Contact Rate, SLA). Create and refine self-service documentation. Collaborate with Product and Engineering to proactively improve the platform based on user feedback. Lead cross-functional projects to identify inefficiencies and implement long-term solutions.
Seniority
Senior, hands-on IC