Enterprise Support Specialist
Core
Drive operational efficiency and user experience for Stripe's financial infrastructure platform by resolving complex technical issues and optimizing support processes.
Role type
Senior IC Enterprise Support Specialist (Technical)
Builds
Support systems, processes, and product quality improvements for global businesses
Domain
Fintech / Financial Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
SQL, API integration, complex technical troubleshooting, stakeholder management, project management, process optimization
Preferred skills
Data analysis, technical concept explanation, advanced technical environment navigation
Technologies
SQL, APIs
Responsibilities
Analyse and troubleshoot complex technical issues using SQL and API documentation; Develop product expertise by collaborating with Engineering and Product teams; Strategically optimize support processes to enhance efficiency; Lead initiatives to improve key metrics like CSAT and SLA compliance; Create self-service documentation to reduce support dependency; Advocate for platform improvements based on user feedback; Lead cross-functional projects to identify and fix process inefficiencies.
Seniority
Senior, hands-on IC