Network Solution Specialist

About the role

Stripe is a financial infrastructure platform for businesses. Support teams at Stripe 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 Stripe infrastructure.

What you'll do

• Build familiarity with the 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
• Optimize our internal and external documentation for both technical and non-technical audiences

Minimum Requirements

• 5+ 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
• Comfortable running basic SQL queries and modifying more complex ones
• Operations-savvy mindset, with an ability to identify and eliminate process friction while building scalable processes
• Excel at written communication, with a passion to interact with users of varied technical backgrounds clearly and empathetically

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 preferred
• Willingness to travel for site visits, pilot deployments, and complex escalations