{"id":203288,"url":"https://alion.io/job/stripe-product-support-specialist","title":"Product Support Specialist","company":{"id":64,"name":"Stripe","domain":"stripe.com","url":"https://alion.io/company/stripe","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":80,"open_postings":122,"ghost_share":0.016,"stale_share":0.549,"repost_share":0.033,"time_to_fill_p50_days":64,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":126000,"max_usd":260000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":504},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-04T20:41:49Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-28T12:19:56Z","board_verified":true,"closed_at":null,"days_open":53,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":53},"description":"Who we are\nAbout Stripe\nStripe 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. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.\nWhat you’ll do\nAs part of our growing, global Product Support team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting-it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality.\nYou will take ownership of complex, technical user issues and work across teams, including Engineering and Product, to resolve them. A deep understanding of SQL and APIs will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with Stripe's key metrics, such as Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA).\nResponsibilities\nAnalyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation.\nDevelop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.\nStrategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.\nLead continuous improvement initiatives aimed at hitting key performance metrics (SOKRs) such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.\nCreate and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.\nCollaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.\nLead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.\nConstantly challenge the status quo and push for innovation in user support strategies and operational processes.\nWho you are\nWe’re looking for someone who meets the following requirements to succeed in this role:\nMinimum requirements\n5+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.\nProficiency in SQL for data analysis and querying, with the ability to interpret datasets.\nExperience working with APIs \nExceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution.\nProven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.\nExperience in project management, particularly in optimizing processes, workflows, or support operations.\n Willingness to work occasional weekends and holidays (with compensatory time off).\nPreferred qualifications\nStrong analytical skills with a passion for interpreting data to improve decision-making and outcomes.\nComfort explaining technical concepts to both technical and non-technical stakeholders.\nProficiency in technical environments and the ability to diagnose and resolve highly technical user issues.","description_format":"text","description_chars":3753,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Payment Processing & 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