Staff Engineer, Support Experiences

Role overview

Staff Engineer, Support Experiences at Stripe

<p><span style="font-weight: 400;">We’re looking for someone who meets the minimum requirements to be considered for the role.

Responsibilities

• You will mentor and grow<br>senior engineers, build a culture of technical excellence, and serve as a role model for our high engineering standards.

Employment details

• Location: Bengaluru

About the employer

• <h3>About Stripe</h3>
• 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.
• We’re accountable for the quality and reliability of this support stack and we use data and firsthand experience to continuously improve it.<br><br>Providing great support to users of all sizes is culturally important to everyone at Stripe.
• We are also using the latest generative AI technologies to re-imagine support experiences, and are developing AI assistants for Stripe’s<br>users and to help our operations teams be more productive.</p>

Additional role details

• <h2>Who we are</h2>
• <p><span style="font-weight: 400;">Stripe is a financial infrastructure platform for businesses.
• 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.</span></p>
• <h3>About the team</h3>
• <p>The Support Experience engineering organization builds and improves Stripe’s user support from end to end: how users get help within our products, how they get in touch with us when they have questions, and how our teams use internal tools to answer those questions.
• We partner closely with Stripe’s design, product, and operational teams across a wide surface<br>area: the external-facing support interfaces (https://support.stripe.com/), self-serve content, entry points, internal tooling, case routing, and helping product teams across the company<br>reduce support volume by improving our products.
• <h2>What you’ll do</h2>
• <p>As a Staff Engineer on an established team, you will bring technical leadership and set the technical strategy and architecture for Stripe’s support products.
• As a technical leader, you will drive fast-paced, sustained product<br>delivery while upholding high standards for building reliable, scalable distributed systems that delight our users.</p>
• <h3><strong>Responsibilities</strong></h3>
• <ul>
• <li style="font-weight: 400;"><span style="font-weight: 400;">Design, build, and operate production systems, with an emphasis on extensibility, reliability, and usability</span></li>
• <li style="font-weight: 400;"><span style="font-weight: 400;">Write and review code regularly, setting the pace and elevating standards for the team</span></li>
• <li style="font-weight: 400;"><span style="font-weight: 400;">Build high-quality end-to-end product experiences, demonstrating deep care for users' needs and serving as a steward of crafting great experiences</span></li>
• <li style="font-weight: 400;"><span style="font-weight: 400;">Collaborate with cross-functional stakeholders - navigating various types of organizational complexity with the support of your own leadership team</span></li>
• <li style="font-weight: 400;"><span style="font-weight: 400;">Partner with Engineering Management, Product Managers and key leaders across the company to create and drive toward the longer term vision</span></li>
• <li style="font-weight: 400;"><span style="font-weight: 400;">Unblock the team to execute against both short-term and long-term roadmaps, making effective tradeoffs that consider business priorities, user experience, and a sustainable<br>technical foundation</span></li>
• <li style="font-weight: 400;"><span style="font-weight: 400;">Improve engineering standards, tooling, and processes</span></li>
• <li style="font-weight: 400;"><span style="font-weight: 400;">Teach and mentor other engineers to become the next generation of leaders at Stripe</span></li>
• </ul>
• <h2><strong>Who you are</strong></h2>
• If you meet these requirements, you are encouraged to apply.
• The preferred qualifications are a bonus, not a requirement.</span></p>
• <h3>Minimum requirements</h3>
• <li style="font-weight: 400;">10+ years of professional backend or full-stack development experience, including actively writing and reviewing code.</li>
• <li style="font-weight: 400;">Experience successfully setting and executing on long-term technical strategy for a large product area.</li>
• <li style="font-weight: 400;">Ability to prioritize competing requirements and stakeholders to iteratively ship new product features, drive alignment and proactive communication.</li>
• <li style="font-weight: 400;">Proven track record of technical leadership, including meaningfully contributing to the growth of other engineers.</li>
• <li style="font-weight: 400;">User empathy and a customer-centric approach to problem solving and product development.</li>
• <h3><strong>Preferred qualifications</strong></h3>
• <li style="font-weight: 400;"><span style="font-weight: 400;">Experience building software systems for customer support or operations organizations.</span></li>
• <li style="font-weight: 400;">Experience leading projects across multiple teams & timezones.</li>
• <li style="font-weight: 400;">Proficient in JavaScript /TypeScript, Ruby, Java, and React.</li>
• <li style="font-weight: 400;">Experience designing, deploying, and owning Agentic LLM solutions (e.g., multi-step orchestrators, tool use/function calling) specifically for complex customer support or<br>internal workflow automation.</li>