Engineering Manager - Support Experience

About the role

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

The Premium Support Experience team builds products to enable, support, and grow businesses in their usage of Stripe. Our Dublin-based team is a startup within Stripe, building a greenfield product to provide a high-quality, differentiated support experience for our largest, most complex, and most engaged users. Besides building directly for Stripe's users, we're responsible for improving internal tooling and processes that set the foundations for their end-to-end experience.

The team is part of the Support Experience engineering organization, which 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. Providing great support to users of all sizes is culturally important to everyone at Stripe. We partner closely with Stripe's design, product, and operational teams, and we're using the latest generative AI technologies to re-imagine support experiences.

What you'll do

As the leader of a new engineering team, your role is closer to a founding engineering manager at a startup within Stripe. You'll build and grow the team, set its technical direction, and establish a culture of technical excellence and fast, sustained product delivery. You'll partner with Product and other cross-functional leaders across the company to define and drive the long-term vision for how Stripe serves its users.

Your team will design, build, and operate production systems with an emphasis on extensibility, reliability, and usability. It will deliver high-quality end-to-end product experiences built around a deep understanding of user needs. You'll lead your team to use the best tools for each job, whether that means AI-enabled product experiences or proven techniques for building scalable distributed systems.

Responsibilities

- Hire, lead, and manage a team of talented engineers, providing mentorship, guidance, and support to ensure their success

- Build the team's culture from the ground up, fostering a collaborative and inclusive environment that promotes innovation, knowledge sharing, and continuous improvement

- Partner with Product Management, Design, and key leaders across the company to understand user needs and translate them into a technical vision and roadmap aligned with business objectives

- Drive the execution of projects across the full development lifecycle, from planning to delivery, while upholding high standards of quality and reliability