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 supports Stripes working in offices and remotely around the world. We keep critical business systems running and support onboarding, offboarding, and everyday technology needs. We’re looking for a Tier 1 Support Engineer to join our Americas team, providing thoughtful, individualized, in-person support while collaborating with a global team.

What you’ll do

You’ll resolve hardware, software, and business-system issues, maintain office technology, and support executives and high-stakes meetings. This role requires in-person support, including desk setups and equipment management. 

Responsibilities

• Provide hands-on support for executive devices, including macOS and iOS provisioning, configuration, secure migrations, and travel technology readiness
• Support high-stakes meetings and events through advance checks, active conferencing troubleshooting, and dedicated meeting-day technical support
• Manage rapid incident response, containment playbooks, and dedicated ticket queues with tiered service-level agreements for sensitive executive requests
• Resolve technical issues for Stripes, contingent workers, and vendors in person and through email, Slack, and the ticketing system; troubleshoot hardware, scripts, automation, and applications including Google Workspace, Slack, Zoom, Jira, and Confluence, and follow up to confirm resolution
• Provision laptops for onboarding and fleet upgrades, support onboarding training and third-party vendor setup, and contribute to global offboarding tasks
• Maintain office technology, including printers, Zoom Rooms, and room schedulers; manage desk setups, peripherals, and equipment inventory with accurate asset records
• Create and maintain user-facing and internal technical documentation, promote established technology 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

• At least 2 years of experience in an IT help desk or technical support role
• Working knowledge of Apple hardware and software, Google Workspace, Slack, Zoom, and Atlassian tools, including Jira and Confluence
• Understanding of script execution and troubleshooting using languages such as Ruby, Bash, or Python, and working knowledge of device provisioning and endpoint management tools such as DEP and FleetDM
• Ability to independently prioritize support requests and project work while collaborating with a global team
• Clear written and verbal communication, including technical documentation, and an empathetic, customer-focused approach to problem-solving

Preferred qualifications

• 3+ years of executive IT support experience, including hands-on device support, high-stakes meeting support, and handling sensitive requests