# Product Support Specialist

**Company:** [Stripe](https://hotfix.jobs/companies/stripe)
**Location:** Chicago, IL
**Role:** Support Engineering
**Experience:** 2+ years
**Skills:** SQL, Data Analysis, Troubleshooting, Stakeholder Management, Project Management, Process Optimization, Cross-Functional Collaboration, Documentation
**Posted:** 2026-06-26

> Provide technical product support by troubleshooting complex issues, coordinating with Engineering and Product teams, and using SQL and data analysis to improve support operations and user experience.

## Job Description

## Responsibilities
- Analyze and troubleshoot complex technical issues through direct user interaction (email, phone).
- Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
- Optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
- Lead continuous improvement initiatives aimed at hitting key performance metrics such as customer satisfaction, contact rate, and service-level agreement compliance.
- Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
- Collaborate and advocate with Product and Engineering to improve the platform based on user feedback, ensuring long-term product reliability.
- Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
- Challenge the status quo and push for innovation in user support strategies and operational processes.

## Requirements
- 2+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
- Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
- Excellent problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
- Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
- Experience in project management, particularly in optimizing processes, workflows, or support operations.
- Willingness to work occasional weekends and holidays (with compensatory time off).

## Nice-to-Haves
- Strong data analysis skills with a passion for interpreting data to improve decision-making and outcomes.
- Comfortable explaining technical concepts to both technical and non-technical stakeholders.
- Proficiency in technical environments and the ability to diagnose and resolve technical user issues.

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**Apply:** https://hotfix.jobs/jobs/2f750175-3625-4327-818d-e6247114904a
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