Product Support Specialist

Stripe

Confirmed live today High trust

Quick summary

Work type: On-site
Location: Chicago, ILSeattle, WA
Salary: $115,800–$173,800 / yr
Posted: 52 days ago
Freshness: Confirmed live today
Nearby: 99+ roles within 25 mi

Market check

Salary context

Competitive pay

How this pay compares to similar roles

Similar $148k

This role $145k

$103k $187k

below market most similar roles pay here above market

This role pays more than 50% of similar roles. Most pay $118,000–$177,250 — the blue band above. At the midpoint, this role pays about $145k versus about $148k for comparable roles.

Based on 240 similar postings.

Employer

About Stripe

Stripe is a financial infrastructure platform for internet businesses, providing payment processing, billing, fraud prevention, and banking-as-a-service APIs to businesses of all sizes globally. Industry: Payments Infrastructure & Financial Technology

Stripe currently has 131 open roles on FindRole.

Listed pay typically runs $190,400–$285,600 across 128 roles with salary data.

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At a glance

TL;DR · Product Support Specialist

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As a Product Support Specialist within the global Product Support team, you will serve as a critical driver in delivering exceptional user experiences by resolving complex technical issues. You will take ownership of troubleshooting problems through direct user interaction via email and phone, utilizing SQL to extract data and leveraging API documentation to engage with Engineering and Product teams. Your daily work involves optimizing support processes, creating self-service documentation, and leading cross-functional projects to improve operational efficiency. You must use your analytical mindset to monitor metrics like Consumer Satisfaction, Contact Rate, and Service Level Agreements. By identifying inefficiencies and advocating for platform improvements based on user feedback, you will solve technical problems and ensure long-term product reliability within a financial infrastructure environment.

Skills

SQL APIs Data Analysis Project Management Troubleshooting Documentation SLA CSAT

What you'll do

Troubleshoot complex technical issues via email and phone using SQL and API documentation.
Diagnose and resolve user problems by working closely with Engineering and Product teams.
Optimize and scale support processes using data-driven insights to improve operational efficiency.
Lead continuous improvement initiatives to meet CSAT, Contact Rate, and SLA metrics.
Create and refine self-service documentation to empower users to resolve issues independently.
Advocate for platform improvements to Product and Engineering teams based on user feedback.
Lead cross-functional projects to identify and resolve inefficiencies in current support workflows.

What we're looking for

5+ years of experience in a customer-facing product support role focusing on troubleshooting technical issues.
Proficiency in SQL for data analysis and querying with the ability to interpret datasets.
Experience working with APIs.
Exceptional problem-solving skills to diagnose complex issues and drive them to resolution.
Proven experience in stakeholder management to influence cross-functional teams and drive progress.
Experience in project management, particularly in optimizing processes, workflows, or support operations.
Willingness to work occasional weekends and holidays.
Comfort explaining technical concepts to both technical and non-technical stakeholders (preferred).

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