Support Engineer

Stripe

  • Full Time

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

Help the Corporate Technology (CorpTech) Services team be Stripe’s strategic support partner. Ensure the successful operation of new hires, account off-boards and critical business systems with a global team. 

We are looking for a Tier 1 Support Engineer to join the EMEA CorpTech Services team to provide thoughtful and individualized support for all Stripes. Stripe is looking for individuals who can work in a fast paced environment and work autonomously to deliver team oriented results.

You have the ability to take initiative on tickets and contribute to project design and implementation. You are skilled at writing, updating and maintaining technical documentation and sending directed communications. You are comfortable working as an individual contributor on a global team that is driving towards a common goal. You will best succeed in this role by leading on things you are passionate about while supporting others in their passion. 

You love problem solving and collaborating with others to provide world class support. Being the best fit for this position means you are both humble and confident. You strive towards excellence but understand your limitations and don’t hesitate to ask for help when needed. 

What you’ll do

Be responsible for providing technical assistance and support related to computer systems, hardware, and software. Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.  In-person support is required as well as setting up desks and managing/auditing peripherals.  

Responsibilities

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
  • Respond to queries either in person, email, Slack or ticketing system
  • Walk customers through problem-solving processes
  • Run diagnostic programs to resolve problems
  • Follow up with customers to ensure issues have been resolved
  • Support and maintain critical SaaS tools (Google Workspace, Slack, Zoom, JIRA, Confluence, Dropbox, etc.)
  • Troubleshoot Stripe-provided hardware (macOS, Chrome OS, iOS, peripherals)
  • Provide in-person IT HelpDesk assistance to Stripe employees, contingent workers, and vendors
  • Facilitate the provisioning of Stripe laptops for new hire on-boarding and fleet upgrades
  • Assist with new hire onboarding and training curriculum
  • Update, and maintain detailed external and internal IT documentation
  • Onboard and support third-party vendors and/or contractors
  • Contribute to shared global IT off-boarding tasks and responsibilities
  • Troubleshoot IT scripts, systems, or automation
  • Maintain and provide technical assistance with all office technology (printers, Zoom Rooms, room schedulers, and more)
  • Own IT asset management and ensure accurate and actionable records are kept of required equipment
  • Promote best practices as established by IT and escalate inquiries as necessary to the IT Systems and Infrastructure team
  • Track, resolve, or dispatch all issues in our ticketing system (Spoke/Jira Service Management)
  • Create and update technology documentation for internal IT teams and for Scale employees
  • Have a constant drive to improve the experience of our users, and our internal processes: “How can I make things better?”

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

  • Possess 2+ years of experience in IT HelpDesk experience 
  • Possess strong working knowledge of Apple systems and software 
  • Possess strong working knowledge of Google Workspace, Slack, Zoom, JIRA, Confluence, Dropbox, or similar cloud providers
  • Possess strong working knowledge of Atlassian systems (JIRA and Confluence)
  • Possess understanding of script execution and troubleshooting (ex: Ruby, Bash, Python)
  • Possess working knowledge of imaging/endpoint management tools (DEP, Munki, Chef, JSS)
  • Able to independently manage and prioritize workload and projects
  • Possess outstanding interpersonal and communication skills
  • Is empathetic, humble, and possess a strong focus on customer service