Engineering Manager - Support Experience

Description

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.

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.

Responsibilities

• 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.
• 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
• Make effective tradeoffs across short- and long-term roadmaps, balancing business priorities, user experience, and a sustainable technical foundation
• Collaborate with cross-functional stakeholders to integrate internal tooling and processes into differentiated workflows, navigating organizational complexity
• Improve engineering standards, tooling, and processes
• Communicate clearly with stakeholders, providing regular updates on progress, risks, and challenges

Requirements

• 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
• 3+ years of experience managing teams that build and operate full-stack web applications at scale, and 10+ years of overall industry experience
• Successfully recruited and built great teams
• Ability to prioritize competing requirements and stakeholders to iteratively ship new product features
• User empathy and a customer-centric approach to problem solving and product development
• The ability to thrive with a high level of autonomy and responsibility
• The desire to encourage a healthy, inclusive work environment that's both supportive and challenging
• Clear and persuasive writing and in-person communication with technical and non-technical stakeholders
• Preferred qualifications
• Experience building a new team or product from an early stage
• Experience with full-stack development, particularly using React and Ruby
• Experience designing, deploying, and owning agentic LLM solutions (e.g., multi-step orchestrators, tool use/function calling) for complex customer support or workflow automation
• Comfortable planning in quarters while setting a vision for several years
• Excited about collaborating with teammates across Stripe's organization to provide a wonderful experience to users
• Comfortable working with geographically distributed teams