About the job
Who We Are
About Stripe
Stripe is a leading financial infrastructure platform empowering businesses of all sizes to achieve their goals. From major corporations to innovative startups, millions rely on Stripe to facilitate payments, enhance revenue streams, and unlock new business avenues. Our mission is to elevate the global economy by increasing the GDP of the internet, paving the way for an impactful career that brings the world economy within reach for everyone.
About Our Team
The Support Team at Stripe is dedicated to providing top-notch integration guidance and assistance, leveraging our profound understanding of our products. Our support specialists engage with developers and non-technical stakeholders alike to pinpoint the root causes of payment issues, provide solutions, and empower users to maximize the potential of Stripe's robust infrastructure.
The Stripe Terminal team is on a mission to bridge the gap between online and in-person transactions, ensuring that businesses can seamlessly accept payments in physical spaces just as easily as they do online. Whether enhancing retail experiences, facilitating pop-up stores, or setting up mobile point-of-sale systems for events, Stripe Terminal opens the door to diverse payment opportunities tailored to any business model.
Your Role
As a Hardware Solutions Specialist, you will be at the forefront of supporting our largest and most complex Stripe Terminal users. Your expertise in Terminal's SDKs, payment hardware, and device management will be crucial as you collaborate with both the Technical Support and Product Support Operations teams to deliver exceptional service.
Key Responsibilities
- Develop an in-depth knowledge of Stripe Terminal’s expanding product suite, including EMVCo certified card readers, mobile payment options, POS integrations, and cloud-based device management.
- Diagnose and resolve issues, advising SaaS platforms and enterprise clients on their integration and hardware connectivity across various communication channels (email, chat, live calls).
- Recognize patterns in user challenges, create support documentation, and propose enhancements to the Terminal Engineering team.
- Employ analytics to identify user friction points, collaborating cross-functionally to significantly improve user experience.
- Enhance our internal and external documentation to cater to both technical and non-technical audiences.

