Tech Stack

Description

As a Network Support Specialist on the Stripe Terminal team, you will work with large and complex users to troubleshoot integrations, hardware, and connectivity issues across multiple channels. You'll identify user pain points, craft support materials, and collaborate with engineering to improve the in-person payments experience.

Requirements

• 5+ years experience in networking, IT infrastructure, and/or hardware troubleshooting
• Proven ability to partner with IT teams on infrastructure (LANs, DHCP/DNS, firewall/proxy rules, MDM)
• Ability to troubleshoot device stack including OS, firmware, and application layers
• Ability to interpret logs and diagnostics from tools like Splunk, Datadog, Grafana
• Self-serve basic SQL queries and comfortable modifying complex ones

Responsibilities

• Build familiarity with Stripe Terminal's product suite including card readers, Tap to Pay, POS integrations
• Troubleshoot and advise users on integrations, connectivity, and hardware setup via email, chat, and live calls
• Identify patterns in user issues, craft support materials, and propose improvements to engineering
• Track points of friction and drive cross-functional improvements in user experience
• Optimize internal and external documentation for technical and non-technical audiences