Staff Engineer, Support Experiences

The shape of it

In the posting’s own words

The Support Experience engineering organization builds and improves Stripe’s user support from end to end: how users get help within our products, how they get in touch with us when they have questions, and how our teams use internal tools to answer those questions. We’re accountable for the quality and reliability of this support stack and we use data and firsthand experience to continuously improve it. Providing great support to users of all sizes is culturally important to everyone at Stripe. We partner closely with Stripe’s design, product, and operational teams across a wide surface area: the external-facing support interfaces (https://support.stripe.com/), self-serve content, entry points, internal tooling, case routing, and helping product teams across the company reduce support volume by improving our products. We are also using the latest generative AI technologies to re-imagine support experiences, and are developing AI assistants for Stripe’s users and to help our operations teams be more productive.

What it asks for · 5

• 10+ years of professional backend or full-stack development experience, including actively writing and reviewing code.
• Experience successfully setting and executing on long-term technical strategy for a large product area.
• Ability to prioritize competing requirements and stakeholders to iteratively ship new product features, drive alignment and proactive communication.
• Proven track record of technical leadership, including meaningfully contributing to the growth of other engineers.
• User empathy and a customer-centric approach to problem solving and product development.

Also a plus

• Experience building software systems for customer support or operations organizations.
• Experience leading projects across multiple teams & timezones.
• Proficient in JavaScript /TypeScript, Ruby, Java, and React.
• Experience designing, deploying, and owning Agentic LLM solutions (e.g., multi-step orchestrators, tool use/function calling) specifically for complex customer support or internal workflow automation.

What the job covers

• Design, build, and operate production systems, with an emphasis on extensibility, reliability, and usability
• Write and review code regularly, setting the pace and elevating standards for the team
• Build high-quality end-to-end product experiences, demonstrating deep care for users' needs and serving as a steward of crafting great experiences
• Collaborate with cross-functional stakeholders - navigating various types of organizational complexity with the support of your own leadership team
• Partner with Engineering Management, Product Managers and key leaders across the company to create and drive toward the longer term vision
• Unblock the team to execute against both short-term and long-term roadmaps, making effective tradeoffs that consider business priorities, user experience, and a sustainable technical foundation
• Improve engineering standards, tooling, and processes
• Teach and mentor other engineers to become the next generation of leaders at Stripe

Tools and skills named

Words the posting leans on

• experience11×
• product11×
• support11×
• users8×
• technical7×
• requirements5×
• build4×
• engineering4×
• engineers4×
• standards4×
• drive3×
• improve3×
• internal3×
• leaders3×
• systems3×
• area2×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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