Network Solution Lead

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

Stripe support teams 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 the 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 payments 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.
What you'll do

We're building a team of support specialists who 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 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 growing 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 data-driven approach to tracking points of friction for users and collaborate across teams to drive step-function improvements in user experience
• Optimize our internal and external documentation for both technical and non-technical audiences

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

• 8+ 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
• Ability to self-serve basic SQL queries and modify more complex ones
• Operations-savvy mindset, with an ability to identify and eliminate process friction while building scalable processes
• Excellent written communication skills, with a passion for interacting with users of varied technical backgrounds

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 experience a plus
• Willingness to travel for site visits, pilot deployments, and complex escalations