Full Stack Engineer, Support as a Service

About Stripe 

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.

About the team

The Support as a Service team is launching new products to help fast-growing startups handle their user support needs. It’s one of the most painful challenges that Stripe’s customers face today as they scale. It’s a strategically important initiative for Stripe and furthers our mission to help businesses be successful.  

We have an opportunity to build a 10x improvement over existing products in the space. For example, by using AI models to speed up or automate workflows, building self-serve flows and tightly integrating our customers’ CRM into our systems, we can empower our users’ support teams to handle many more cases than they normally would and enable their end customer to self-serve. 

What you’ll do

As a founding full stack engineer for this initiative, your role is different from a traditional engineering role at Stripe. It’s a hands-on role that is much closer to being a founding engineer at a new company. You’ll get to design the initial product and set direction for what gets built.

You’ll be involved in the early conversations with customers while building systems from scratch. You might also find yourself optimizing complex support case routing algorithms, exploring the feasibility of using AI or LLMs to improve support outcomes, or finding new ways to reduce contact volume while improving customer satisfaction.

Responsibilities

• Work with your team to set the vision for the team and develop the initial version of the product from frontend to backend.
• Own the problem space from end to end, managing complexity and engaging directly with stakeholders to think through everything from business impact, to reliability and operability, to the pixel-perfection of individual support interactions.
• Uphold Stripe’s high standards for engineering and product quality and mentor newer team members to do the same.

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum Requirements

• You have a strong technical background, including 4+ years of experience building impactful products or systems at scale
• Enjoy being a generalist working on both the frontend, backend, and anything it takes to solve problems and delight users both internally and externally
• Write high quality code that is tested thoroughly, supported by clear documentation and has appropriate production observability
• You are empathetic with users, both internal and external, and strive to create a better experience for all customers
• Enjoyment in working with a diverse group of people with different expertise
• Proven ability to stitch together many different services and processes together even if you have not worked with them before
• Uphold best practices in engineering, security, and design

Preferred qualifications

• Experience at an early-stage startup or building new products from scratch
• Proficient in JavaScript (React) & Ruby; language can be learned and we care much more about your general engineering skill than knowledge of a particular language or framework
• Previous experience building engineering solutions focused on support