Engineering Manager, Support as a Service

About Stripe 

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

The Support as a Service team is launching new products to help fast-growing startups handle their user support needs. It’s one of the most painful challenges that Stripe’s customers face today as they scale. It’s a strategically important initiative for Stripe and furthers our mission to help businesses be successful.  


We have an opportunity to build a 10x improvement over existing products in the space. For example, by using AI models to speed up or automate workflows, building self-serve flows and tightly integrating our customers’ CRM into our systems, we can empower our users’ support teams to handle many more cases than they normally would and enable their end customer to self-serve. 

What you’ll do

As the founding engineering leader for this initiative, your role is different from a traditional engineering manager role at Stripe. It’s a hands-on role that is much closer to being a founding engineer at a new company. You’ll get to own the goals for a new business, design and build the initial product in collaboration with cross-functional partners, and iterate based on user feedback to find product-market fit.


You’ll be involved in the early conversations with users, drive technical design decisions, and lead a team of engineers, while rolling up your sleeves and building systems yourself. It might also mean optimizing complex support case routing algorithms, exploring the feasibility of using AI to improve support outcomes, or finding new ways to reduce contact volume while improving customer satisfaction.


  • Set the vision for the team and develop the initial version of the product from frontend to backend.
  • Help grow the team by hiring additional team members and set the direction for what they should be working on.
  • Design and architect the system, making the right technical tradeoffs between speed and scalability. 
  • You will set the pace and velocity of the team, ensuring we’re continuously able to move at a high velocity and course correcting as needed

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum Requirements

  • You have a strong technical background, including 8+ years of experience building and scaling user facing products and 2+ years of people management experience
  • You’re a generalist who enjoys working at any level of the stack and exploring new problem domains
  • You write high quality, well tested code and know when to move quickly vs when to take a step back and design carefully
  • You’re product-focused and empathetic with users: understanding both user needs and technical constraints, you use data to craft a product vision
  • You’re skilled in working with technical and cross-functional stakeholders: building alignment, driving decision making, and communicating transparently
  • You are effective at hiring, coaching, and developing high performing teams of engineers


Preferred qualifications

  • Experience founding a startup 
  • Experience with LLMs and ML models
  • Proficient in JavaScript/TypeScript, React, Ruby, and/or Java

Hybrid work at Stripe

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

Pay and benefits

The annual US base salary range for this role is $224,300 - $336,500. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

Office locations

Seattle, or South San Francisco HQ


Data & Data Science

Job type

Full time

Please find our California applicant personal information notice here.

We look forward to hearing from you

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.