IT Support Engineer

Stripe•San Francisco, CA

19h

About The Position

Stripe is hiring a Tier 1 Support Engineer for its AMER Corporate Technology Services team. The team supports employees in offices and remotely, and helps ensure successful new-hire onboarding, account offboarding, and operation of critical business systems. This role provides in-person, individualized technical support in a fast-paced environment, working autonomously while contributing to team results. The engineer provides technical assistance for computer systems, hardware, and software; responds to questions and tickets; runs diagnostics; troubleshoots problems; and implements solutions. The position also supports executive devices and high-stakes meetings, maintains SaaS and office technology, assists with laptop provisioning and employee onboarding, manages IT assets, and creates and maintains technical documentation. In-person support, desk setup, and peripheral management and auditing are required.

Requirements

At least 2 years of IT HelpDesk experience.
Strong working knowledge of Apple systems and software.
Strong working knowledge of Google Workspace, Slack, Zoom, JIRA, Confluence, or similar cloud providers.
Strong working knowledge of Atlassian systems, including JIRA and Confluence.
Understanding of script execution and troubleshooting, such as Ruby, Bash, or Python.
Working knowledge of imaging and endpoint management tools, such as DEP and FleetDM.
Ability to independently manage and prioritize workload and projects.
Outstanding interpersonal and communication skills.
Empathy, humility, and a strong focus on customer service.
Ability to write, update, and maintain technical documentation and send directed communications.
Ability to work as an individual contributor on a global team and collaborate to provide support.

Responsibilities

Provide technical assistance for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries in person, by email, through Slack, or through a ticketing system.
Provide hands-on support for executive macOS and iOS devices, including provisioning, configuration, secure migrations, and travel technology readiness.
Prepare for and support high-stakes meetings and events through pre-checks, conferencing troubleshooting, and meeting-day technical support.
Manage rapid incident response, containment playbooks, and SLA-tiered ticket queues for high-sensitivity executive requests.
Provide in-person IT HelpDesk assistance to Stripe employees, contingent workers, and vendors.
Guide customers through problem-solving and follow up to confirm issues are resolved.
Run diagnostic programs and troubleshoot IT scripts, systems, or automation to resolve problems.
Support and maintain SaaS tools such as Google Workspace, Slack, Zoom, JIRA, and Confluence.
Troubleshoot Stripe-provided hardware, including macOS, Chrome OS, iOS, and peripherals.
Provision Stripe laptops for new-hire onboarding and fleet upgrades.
Assist with new-hire onboarding and training curriculum.
Update and maintain detailed internal and external IT documentation.
Onboard and support third-party vendors and contractors.
Contribute to shared global IT offboarding tasks and responsibilities.
Maintain and provide technical assistance for office technology, including printers, Zoom Rooms, and room schedulers.
Own IT asset management and maintain accurate, actionable equipment records.
Promote IT best practices and escalate inquiries to the IT Systems and Infrastructure team as necessary.
Create and update technology documentation for internal IT teams and Scale employees.
Take initiative on tickets and contribute to project design and implementation.
Manage and prioritize workload and projects independently while collaborating with a global team.