Product Support Specialist

New York, San Francisco · US · 5+ years experience · Posted Sep 28, 2026

At a glance

Stripe 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.

The Product Support Specialist will drive outstanding user experiences by managing complex technical issues and improving support systems.
This role involves using technical expertise, diagnostic skills, and project management to scale support operations and enhance product quality.
The specialist will collaborate with Engineering and Product teams to resolve issues and advocate for platform improvements based on user feedback.

Analyze and troubleshoot complex technical issues through direct user interaction using SQL and API documentation.
Develop product and platform expertise by working with Engineering, Product, and Operations teams.
Optimize and scale support processes to enhance efficiency and user experience using data-driven insights.
Lead continuous improvement initiatives to achieve metrics like CSAT, Contact Rate, and service-level compliance.
Create and refine documentation to empower users through self-service.
Partner with Product and Engineering to advocate for platform improvements and long-term reliability.
Lead cross-functional projects to identify process inefficiencies and implement long-term solutions.
Challenge the status quo and drive innovation in support strategies and operational processes.

5+ years of experience in a customer-facing product support role with a focus on technical troubleshooting.
Proficiency in SQL for data analysis and querying.
Experience working with APIs.
Strong problem-solving skills to diagnose complex issues.
Proven experience in stakeholder management and influencing cross-functional teams.
Experience in project management, specifically in optimizing processes, workflows, or support operations.

Strong data analysis skills with a passion for interpreting data to improve decision-making.
Ability to explain technical concepts to both technical and non-technical stakeholders.
Proficiency in technical environments and the ability to diagnose highly technical user issues.