# Enterprise Support Specialist

**Company:** [Stripe](https://hotfix.jobs/companies/stripe)
**Location:** Unspecified
**Role:** Support Engineering
**Experience:** 4+ years
**Skills:** SQL, APIs, Data Analysis, Technical Troubleshooting, Project Management, Stakeholder Management, Process Optimization, Technical Documentation, Csat, Sla
**Posted:** 2026-08-27

> Provides advanced technical support for enterprise users in the Greater China region, using SQL and APIs to diagnose issues, coordinate resolutions, and improve support operations. Requires 4+ years of customer-facing product support experience and business-level Mandarin.

## Job Description

## Responsibilities
- Analyze and troubleshoot complex technical issues through direct user interaction by email and phone, using SQL to extract and interpret data and API documentation to diagnose problems.
- Develop product and platform expertise while collaborating with Engineering, Product, and Operations teams to resolve user issues.
- Optimize and scale support processes using data-driven insights and operational metrics.
- Lead continuous-improvement initiatives focused on Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreement (SLA) compliance.
- Create and refine documentation that enables users to resolve issues through self-service.
- Advocate with Product and Engineering for platform improvements based on user feedback.
- Lead cross-functional projects to identify process inefficiencies and implement long-term solutions.
- Drive innovation in user-support strategies and operational processes.

## Requirements
- Business-level proficiency in written and spoken Mandarin.
- 4+ years of experience in a customer-facing product support role focused on technical troubleshooting.
- Proficiency in SQL for data analysis and querying.
- Experience working with APIs.
- Strong problem-solving skills and the ability to drive complex issues to resolution.
- Stakeholder-management experience, including influencing cross-functional teams.
- Project-management experience involving process, workflow, or support-operations optimization.
- Willingness to work occasional weekends and holidays with compensatory time off.

## Nice-to-haves
- Strong data-analysis skills and interest in using data to improve decisions and outcomes.
- Ability to explain technical concepts to technical and non-technical stakeholders.
- Comfort working in technical environments and diagnosing highly technical user issues.

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