About this role
The Support Experience engineering organization builds and improves Stripe’s user support from end to end, spanning external support interfaces, self-serve content, entry points, internal tooling, case routing, and products that reduce overall support volume. This team is also applying generative AI technologies to re-imagine support experiences by developing AI assistants for users and internal operations teams. As a Staff Engineer, this person will establish technical strategy, design support products, and mentor senior engineers while collaborating closely with design, product, and operational partners.
This role exists to provide technical leadership, drive fast-paced product delivery, and uphold high engineering standards for scalable distributed systems. An ideal candidate brings extensive backend or full-stack development experience, a history of setting long-term technical strategy, and a strong user-centric approach to problem-solving. Someone who thrives in cross-functional collaboration and enjoys guiding the technical growth of others will do particularly well here.
What you will do
- Design, build, and operate production systems focusing on extensibility, reliability, and usability.
- Write and review code regularly to set the pace and elevate engineering standards for the team.
- Build high-quality end-to-end product experiences while demonstrating deep care for user needs.
- Collaborate with cross-functional stakeholders and navigate organizational complexity.
- Partner with Engineering Management and Product Managers to drive toward a longer-term vision.
- Make effective tradeoffs considering business priorities, user experience, and technical foundations.
- Teach and mentor other engineers to help develop the next generation of leaders at Stripe.
What you need
- Ten or more years of professional backend or full-stack development experience, including actively writing and reviewing code.
- Demonstrated experience successfully setting and executing on long-term technical strategy for a large product area.
- Ability to prioritize competing requirements and stakeholders to iteratively ship new product features.
- Proven track record of technical leadership, including contributing to the growth of other engineers.
- Strong user empathy and a customer-centric approach to problem solving and product development.
Nice to have
- Experience building software systems for customer support or operations organizations
- Experience leading projects across multiple teams and timezones
- Proficiency in JavaScript, TypeScript, Ruby, Java, and React
- Experience designing, deploying, and owning Agentic LLM solutions such as multi-step orchestrators and tool use or function calling
Skills and tech stack
Questions candidates ask
What does the team actually build?
The Support Experience engineering organization builds and improves Stripe’s user support from end to end. This includes external-facing support interfaces, self-serve content, entry points, internal tooling, and case routing.
What generative AI work is the team doing?
The team is using the latest generative AI technologies to re-imagine support experiences. They are developing AI assistants for Stripe’s users and to help operations teams be more productive.
What are the core expectations for this staff engineer role?
Staff engineers bring technical leadership, set technical strategy and architecture for support products, and mentor senior engineers. They drive fast-paced product delivery while upholding high standards for reliable, scalable distributed systems.