Hardware Solution Specialist

Responsibilities

• Build familiarity with Stripe Terminal’s rapidly growing product suite, which includes EMVCo certified card readers, Tap to Pay on iPhone/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/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
• Take an analytical approach to tracking points of friction for users and work cross-functionally to drive step-function improvements in user experience
• Optimize our internal and external documentation for both technical and non-technical audiences

Requirements

• 5+ years of experience in networking, IT infrastructure, and/or hardware troubleshooting
• Proven ability to partner with IT teams to stand up reliable infrastructure: dedicated LANs, DHCP/DNS hygiene, firewall/proxy rules and MDM configuration
• Ability to troubleshoot issues across the device stack, including OS, ROM/firmware and application layers
• Ability to interpret logs and reader diagnostics, including from tools like Splunk, Datadog and Grafana
• Ability to self-serve basic SQL queries and comfortable modifying more complex ones
• Operations savvy mindset, with an ability to identify and eliminate process friction while building scalable processes
• Excel at written communication skills, with a passion to interact with users of varied technical backgrounds clearly and empathetically

Nice to Haves

• Payments domain knowledge, including hands-on experience with card readers and POS applications
• Past experience in full-stack software development. Experience with Android mobile development preferred
• Willingness to travel for site visits, pilot deployments, and complex escalations