Customer Solutions Specialist Jobs in Illinois

INTRODUCTION

Who we are

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

Support teams at Stripe provide integration guidance and assistance based on a deep understanding of Stripe products. Support specialists interact with both developers and non-technical stakeholders to identify the root cause of payment-blocking issues, answer questions, and advise users on how to get the most out of Stripe infrastructure. Stripe Terminal helps our users extend their online presence to the physical world. The Terminal team's mission is to make it as easy for businesses to accept in-person payments as the Stripe API has done for online payments. With Terminal, businesses can unlock in-person payment use cases that are right for their business model—whether it's creating a superb retail experience, extending their website to a pop-up store, or enabling a mobile point-of-sale at their next event.

ROLE AND RESPONSIBILITIES

We're building a team of support specialists who will work with the largest and most complex Stripe Terminal users. As a Network Support Specialist, you'll be the subject matter expert on Terminal SDKs, payments hardware and device management, and will collaborate with Stripe Technical Support and Product Support Operations teams. To equip you for this, you'll go through an extensive onboarding that provides foundational understanding in at least one programming environment as you go deeper on Stripe API and product features. Over time, you'll learn the basics of all Stripe supported backend languages as well as client technologies including JavaScript, Android, iOS, and React Native. You'll also solidify your knowledge of SQL and Splunk basics to excel on the job.

Responsibilities

• Build familiarity with the Stripe Terminal product suite, which includes EMVCo-certified card readers, Tap to Pay on iPhone and Android, POS integrations, payment gateway partnerships, and cloud-based device management
• Troubleshoot issues and advise both SaaS platforms and direct enterprise users on their integrations and connectivity and hardware setup across multiple channels (including email, chat, and live calls)
• Identify patterns in user issues, craft support materials, and propose improvements to the Terminal Engineering team
• Take a problem-solving approach to tracking points of friction for users and work cross-functionally to drive step-function improvements in user experience
• Optimize our internal and external documentation for both technical and non-technical audiences

MINIMUM QUALIFICATIONS

• 5+ years of experience in networking, IT infrastructure, or hardware troubleshooting
• Proven ability to partner with IT teams to stand up reliable infrastructure including dedicated LANs, DHCP and DNS hygiene, firewall and proxy rules, and MDM configuration
• Ability to troubleshoot issues across the device stack, including OS, ROM and firmware, and application layers
• Ability to interpret logs and reader diagnostics, including from tools like Splunk, Datadog, and Grafana
• Comfortable running basic SQL queries and modifying more complex ones
• Operations-savvy mindset, with an ability to identify and eliminate process friction while building scalable processes
• Excel at written communication, with a passion to interact with users of varied technical backgrounds clearly and empathetically

PREFERRED QUALIFICATIONS

• Payments domain knowledge, including hands-on experience with card readers and POS applications
• Experience in full-stack software development, with Android mobile development preferred
• Willingness to travel for site visits, pilot deployments, and complex escalations

In-office expectations

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

PAY AND BENEFITS

The annual US base salary range for this role is $124,600 - $186,800. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process. Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.