Engineering Manager, Support Experience

Summary

Join Stripe's Support Experience engineering teams as an Engineering Manager to lead a team of talented engineers and build relationships with customers internally and externally.

Requirements

• 2+ years of engineering management experience
• 5+ years of full-stack software development experience
• You have a consistent track record of hiring and leading productive engineering teams
• You desire to and have nurtured healthy work environments that are supportive, challenging, diverse and inclusive
• You’re motivated to work in highly cross-functional organizations, with a strong ability to lead and measure product outcomes
• You’ve leveraged your strong technical background and hands-on experience in solving large scale and difficult technical problems
• You have experience building extensible, leveraged software solutions that scale to different kinds of user needs
• A passion for supporting both external users and internal customers
• Clear and persuasive writing and in-person communication
• Have a high quality bar, attention to detail, and you help your team deliver polished products

Responsibilities

• Hire, lead, and manage a team of talented engineers on the team, providing mentorship, guidance, and support to ensure their success
• Collaborate with cross-functional stakeholders, including product managers and designers, to understand customer needs and translate them into technical solutions
• Define the technical vision and roadmap for the suite of products managed by the team, aligning it with business objectives and industry best practices
• Drive the execution of projects, overseeing the entire development lifecycle from planning to delivery, while maintaining high standards of quality and timely completion
• Foster a collaborative and inclusive work environment, promoting innovation, knowledge sharing, and continuous improvement within the team
• Stay up-to-date with emerging technologies, industry trends, and advancements in observability practices to identify opportunities for improvement and innovation
• Communicate effectively with stakeholders, providing regular updates on project status, progress, and any potential risks or challenges

Preferred Qualifications

• You have experience building and leading a distributed team that works across multiple locations and time zones
• You are comfortable planning in quarters, and can set a vision for multiple years
• Successfully recruited and built high performing teams
• The ability to thrive with a high level of autonomy and responsibility
• Experience managing multiple teams or product areas
• Familiarity with Artificial Intelligence, Large Language Models (LLMs), or generative AI
• Experience working on internal tooling or support infrastructure
• Experience writing software in Ruby, React, or Typescript