Hardware Solution Specialist

Stripe • Atlanta, GA

4h

About The Position

We are building a team of support specialists that will work with the largest and most complex Stripe Terminal users. As a Hardware Support Specialist, you’ll be the subject matter expert on Terminal's SDKs, payments hardware and device management, and will deeply collaborate with Stripe’s Technical Support and Product Support Operations teams.

Requirements

• 6+ years of experience building, troubleshooting and maintaining payments or IT/networking hardware at scale
• Proven ability to partner with IT teams to stand up reliable infrastructure: dedicated LANs, DHCP/DNS hygiene, firewall/proxy rules and MDM configuration
• Ability to troubleshoot issues across the device stack, including OS, ROM/firmware and application layers
• Ability to interpret logs and reader diagnostics, including from tools like Splunk, Datadog/ and Grafana
• Ability to self-serve basic SQL queries and comfortable modifying more complex ones
• Operations savvy mindset, with an ability to identify and eliminate process friction while building scalable processes
• Excel at written communication skills, with a passion to interact with users of varied technical backgrounds clearly and empathetically

Nice To Haves

• Payments domain knowledge, including hands-on experience with card readers and POS applications
• Past experience in full-stack software development. Experience with Android mobile development preferred
• Willingness to travel for site visits, pilot deployments, and complex escalations

Responsibilities

• Build familiarity with Stripe Terminal’s rapidly growing product suite, which includes EMVCo certified card readers, Tap to Pay on IPhone/Android, POS integrations, payment gateway partnerships and cloud-based device management
• Troubleshoot issues and advise both SaaS platforms and direct enterprise users on their integrations and connectivity/hardware setup across multiple channels (including email, chat, and live calls)
• Identify patterns in user issues, craft support materials and propose improvements to the Terminal Engineering team
• Take an analytical approach to tracking points of friction for users and work cross-functionally to drive step-function improvements in user experience
• Optimize our internal and external documentation for both technical and non-technical audiences

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed