Engineering Manager - Support Experience

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
• 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

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

• 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

In-office expectations

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

Pay and benefits

The annual salary range for this role in the primary location is €136,000 - €204,000. This range may change if you are hired in another location. For sales roles, the range provided is the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.

Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.

We look forward to hearing from you.

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.

Apply now

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