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About the Role

The Support Experience engineering teams build and improve Stripe’s user support from end to end, including how users get help within products, how they contact support, and how internal teams use tools to answer questions. This role involves building engaging, responsive user interfaces and scaling the contact platform that connects users with the right teams. You will also contribute to AI-driven interactions and foundational development during a consequential period for the organization.

Responsibilities

Build, operate, and improve support products for all of Stripe’s users, from one-person startups to Premium Support users and large enterprises.
Work side-by-side with user-facing teams to understand their needs, develop short-term and long-term solutions, and deploy those solutions across our global 24/7 support operation.
Improve the internal tools that empower our user-facing teams to build new case-solving workflows, publish dynamic, localized content to our user-facing support site, and answer every support request with the right context for any user.
Own problems from end to end, managing complexity and engaging directly with stakeholders to think through everything from business impact, to reliability and operability, to the pixel-perfection of individual support interactions.
Uphold Stripe’s high standards for engineering and product quality and mentor newer team members to do the same.

Requirements

You have a strong technical background, including 2-5+ years of experience building impactful products or systems at scale.
Enjoy being a generalist working on both the frontend, backend, and anything it takes to solve problems and delight users both internally and externally.
Write high quality code that is tested thoroughly, supported by clear documentation and has appropriate production observability.
You are empathetic with users, both internal and external, and strive to create a better experience for all customers.
Enjoyment in working with a diverse group of people with different expertise.
Proven ability to stitch together many different services and processes together even if you have not worked with them before.
Uphold best practices in engineering, security, and design.
Proficient in JavaScript (React) & Ruby; language can be learned and we care much more about your general engineering skill than knowledge of a particular language or framework.
Previous experience building engineering solutions focused on support.

Skills

JavaScript
React
Ruby
Frontend development
Backend development
API implementation
Data pipelines
Billing pipelines
AI-driven interactions
Engineering best practices
Security best practices
Design best practices
Production observability
Code testing
Documentation

Experience Level

2-5+ years of experience

About the Company

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.
Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead.
Providing great support to users of all sizes is culturally important to everyone at Stripe.
We are a group of capable, friendly, user-oriented engineers that partner closely on this problem with Stripe’s world-class design, product, and operational teams.