Engineering Manager - Support Experience

The shape of it

In the posting’s own words

The Premium Support Experience team builds products to enable, support, and grow businesses in their usage of Stripe. Our Dublin-based team is a startup within Stripe, building a greenfield product to provide a high-quality, differentiated support experience for our largest, most complex, and most engaged users. Besides building directly for Stripe's users, we're responsible for improving internal tooling and processes that set the foundations for their end-to-end experience.

What it asks for · 7

• 3+ years of experience managing teams that build and operate full-stack web applications at scale, and 10+ years of overall industry experience
• Successfully recruited and built great teams
• Ability to prioritize competing requirements and stakeholders to iteratively ship new product features
• User empathy and a customer-centric approach to problem solving and product development
• The ability to thrive with a high level of autonomy and responsibility
• The desire to encourage a healthy, inclusive work environment that's both supportive and challenging
• Clear and persuasive writing and in-person communication with technical and non-technical stakeholders

Also a plus

• Experience building a new team or product from an early stage
• Experience with full-stack development, particularly using React and Ruby
• Experience designing, deploying, and owning agentic LLM solutions (e.g., multi-step orchestrators, tool use/function calling) for complex customer support or workflow automation
• Comfortable planning in quarters while setting a vision for several years
• Excited about collaborating with teammates across Stripe's organization to provide a wonderful experience to users
• Comfortable working with geographically distributed teams

What the job covers

• Hire, lead, and manage a team of talented engineers, providing mentorship, guidance, and support to ensure their success
• Build the team's culture from the ground up, fostering a collaborative and inclusive environment that promotes innovation, knowledge sharing, and continuous improvement
• Partner with Product Management, Design, and key leaders across the company to understand user needs and translate them into a technical vision and roadmap aligned with business objectives
• Drive the execution of projects across the full development lifecycle, from planning to delivery, while upholding high standards of quality and reliability
• Make effective tradeoffs across short- and long-term roadmaps, balancing business priorities, user experience, and a sustainable technical foundation
• Collaborate with cross-functional stakeholders to integrate internal tooling and processes into differentiated workflows, navigating organizational complexity
• Improve engineering standards, tooling, and processes
• Communicate clearly with stakeholders, providing regular updates on progress, risks, and challenges

Tools and skills named

Words the posting leans on

• experience14×
• product12×
• users11×
• support9×
• build6×
• requirements5×
• technical5×
• building4×
• engineering4×
• stakeholders4×
• design3×
• development3×
• leaders3×
• partner3×
• processes3×
• providing3×

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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