Technical Support

Your mission

We are looking for technically skilled candidates with excellent interpersonal skills for this position. The role involves working as part of a team to provide support to key customers for Stripe, as these customers on-board to Stripe, or add additional Stripe products to their existing application. The candidate will help to troubleshoot technical issues with the assistance of Stripe’s internal technical library, provide timely customer feedback, and ensure that internal customer monitoring tools are updated promptly.

 The successful candidate will need to talk to customers directly, as well as create written documentation, requiring excellent written and verbal communication.

A typical engagement will involve:

• An introductory scoping call with the customer. The purpose of this call is to gain an understanding of the customer’s business, and their goals in migrating to Stripe .
• After the initial call, support is provided exclusively via email. This support generally involves responding to queries about problems with API calls or account configuration, and directing the customer to the relevant portion of the documentation. Provision of small reference code samples is helpful at this step. Prompt response to these queries is key - within 24 hours.
• Stripe has a large library of “typical responses”, and are keen to improve this library, helping to automate as much of this type of support as possible. Identification of common questions which are not covered by existing support flows will be key.
  
  Responsibilities
• • Troubleshooting technical issues.
  • Confidence in a customer-facing role.
  • Providing timely responses to customers.
  • Providing support in the form of procedural documentation.
  • Managing multiple cases at one time (~40 per quarter).
  • Following up with customers to ensure the problem is resolved.
  • Ensuring that internal reporting tools accurately reflect the status of the customer’s integration.

Your experience

• Attention to detail and good problem-solving skills.
• Excellent interpersonal skills.
• Good written and verbal communication.
• Fluent spoken and written English. Fluency in Spanish, French, or German is desirable.
• Prior experience in tech support, desktop support, or a similar role is desirable.
• Comfortable dealing with technical documentation, and understanding of basic code samples (for example, in Stripe’s documentation)
• Familiarity with Stripe APIs and documentation is a distinct advantage.

Why us?

Values Core SQ1

Below are our values and skills we care about most. The more these values sound like you and describe people you want to work with, the more likely you will thrive at Square1. We are a flexible, fun, stimulating, creative and collaborative organization.

Trust

We trust in people, in their common sense and their responsibility.

Teamwork

We do love to learn from each other's experiences that we'll keep us growing together. Tap into the collective genius!

Passion

We put passion in everything with do

Excellence

What we do, we do well. This is what we are aiming for

Responsibility

We take responsibility for my success and also all of our mistakes.

Personal growth

Our best value is in our people, we encourage their development and reward outstanding performance.