Tech Stack

Description

As a Network Support Specialist on the Terminal team, you'll be the subject matter expert on Stripe Terminal's SDKs, payments hardware, and device management. You'll troubleshoot issues for enterprise users across multiple channels, identify patterns to improve user experience, and collaborate with engineering and support teams to drive product enhancements.

Requirements

• 8+ years of experience in networking, IT infrastructure, and/or hardware troubleshooting
• Ability to troubleshoot issues across the device stack including OS, ROM/firmware, and application layers
• Proficiency with Splunk, Datadog, and Grafana for log and diagnostic interpretation
• Ability to self-serve basic SQL queries
• Excellent written communication skills with a passion for interacting with users of varied technical backgrounds

Responsibilities

• Build familiarity with Stripe Terminal's product suite including EMVCo certified card readers, Tap to Pay, POS integrations, and cloud-based device management
• Troubleshoot issues and advise SaaS platforms and direct enterprise users on integrations and connectivity/hardware setup via email, chat, and live calls
• Identify patterns in user issues and craft support materials to improve product and documentation
• Optimize internal and external documentation for technical and non-technical audiences
• Partner with IT teams to stand up reliable infrastructure including dedicated LANs, DHCP/DNS, firewall/proxy rules, and MDM configuration