Product Support Specialist

Stripe

Confirmed live yesterday High trust

Quick summary

Work type: On-site
Location: Chicago, IL
Salary: $115,800–$173,800 / yr
Posted: 6 days ago
Freshness: Confirmed live yesterday
Nearby: 99+ roles within 25 mi

Market check

Salary context

Competitive pay

How this pay compares to similar roles

Similar $151k

This role $145k

$107k most similar roles pay here $194k

This role pays less than 56% of similar roles. Most pay $117,325–$184,200 — the shaded band above. At the midpoint, this role pays about $145k versus about $151k for comparable roles.

Based on 239 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 173 open roles on FindRole.

Listed pay typically runs $190,400–$285,600 across 171 roles with salary data.

Most-posted roles

View all roles at Stripe

At a glance

TL;DR · Product Support Specialist

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As a Product Support Specialist on the global Product Support team, you will serve as a critical driver in delivering exceptional user experiences by moving beyond basic troubleshooting to strategically improve support systems and product quality. You will take ownership of complex technical issues, collaborating with Engineering and Product teams to resolve problems while utilizing SQL for data extraction and your knowledge of API documentation to inform decisions. Your daily work involves optimizing support processes, creating self-service documentation, and leading cross-functional projects to improve operational efficiency and hit key metrics like CSAT and SLA compliance. You will leverage your expertise in project management and stakeholder influence to advocate for platform improvements based on user feedback. This role focuses on solving technical challenges within a financial infrastructure platform to ensure long-term reliability and scalability.

Skills

SQL APIs Data Analysis Project Management Documentation

What you'll do

Troubleshoot complex technical issues through direct user interaction using SQL and API knowledge.
Partner with Engineering and Product teams to diagnose and resolve high-level platform issues.
Optimize and scale support processes based on data-driven insights to improve operational efficiency.
Drive continuous improvement initiatives to meet key metrics like CSAT, Contact Rate, and SLA compliance.
Create and refine documentation to enable user self-service and reduce support volume.
Advocate for product improvements by relaying user feedback to Engineering and Product teams.
Lead cross-functional projects to identify and resolve systemic inefficiencies in support workflows.

What we're looking for

At least 5 years of experience in a customer-facing product support role focusing on technical troubleshooting.
Proficiency in SQL for data analysis and interpreting datasets.
Experience working with APIs and understanding API documentation.
Proven experience in project management, specifically in optimizing processes, workflows, or support operations.
Strong stakeholder management skills to influence cross-functional teams and drive progress.
Exceptional problem-solving skills to diagnose and resolve complex technical issues.
Ability to explain technical concepts to both technical and non-technical stakeholders.
Experience working in technical environments to resolve highly technical user issues.

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