IT Support Engineer

Who we are

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 Corporate Technology (CorpTech) Services team is a strategic support partner to all Stripes, in office and remote.  We ensure the successful operation of new hires, account off-boards and critical business systems with a global team. 

We’re looking for a Tier 1 Support Engineer to join the AMER CorpTech Services team to provide in-person, thoughtful and individualized support for all Stripes. Stripe is looking for individuals who can work in a fast paced environment and work autonomously to deliver team oriented results.

What you’ll do

You’ll be responsible for providing technical assistance and support related to computer systems, hardware, and software. Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.  In-person support is required as well as setting up desks and managing/auditing peripherals.  

Responsibilities

• Provide technical support to Stripes, contingent workers, and vendors in person, by email, through Slack, and through the ticketing system, guiding users through troubleshooting and following up to confirm resolution
• Diagnose and resolve computer hardware, software, and system issues, including troubleshooting scripts, automation, and Stripe-provided macOS, ChromeOS, and iOS devices and peripherals
• Support and maintain workplace applications, including Google Workspace, Slack, Zoom, Jira, and Confluence
• Provision laptops for New Stripe onboarding and fleet upgrades, support vendor and contractor onboarding, and contribute to global account offboarding
• Maintain office technology, including printers, Zoom Rooms, and room schedulers, and own IT asset management with accurate, actionable equipment records
• Create and maintain internal and user-facing technology documentation, and contribute to New Stripe onboarding and training materials
• Promote established IT best practices and escalate issues to the IT Systems and Infrastructure team as needed

Who you are

You have the ability to take initiative on tickets and contribute to project design and implementation. You are skilled at writing, updating and maintaining technical documentation and sending directed communications. You are comfortable working as an individual contributor on a global team that is driving towards a common goal. You will best succeed in this role by leading on things you are passionate about while supporting others in their passion. 

You love problem solving and collaborating with others to provide world class support. Being the best fit for this position means you are both humble and confident. You strive towards excellence but understand your limitations and don’t hesitate to ask for help when needed. 

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

• Have at least 2 years of experience delivering IT technical support or help desk services, with extensive expertise in Apple environments and software systems.
• Demonstrate comprehensive hands-on experience managing SaaS applications including Google Workspace, Slack, Zoom, Jira, and Confluence.
• Possess solid familiarity with automation scripts (Bash, Python, or Ruby) alongside endpoint management technologies like FleetDM and Apple DEP.
• Exhibit the capability to work autonomously, effectively handling support inquiries while coordinating seamlessly with global cross-functional partners.
• Bring exceptional written communication abilities to author clear IT guides, combined with a customer-centric mindset and strong collaborative spirit