Engineering Manager - Support Experience

Who We Are

Stripe is a financial infrastructure platform serving millions of companies worldwide—from leading enterprises to ambitious startups—helping them accept payments, increase revenue, and accelerate growth opportunities. Our mission is to expand the GDP of the internet, offering you a unique chance to impact the global economy significantly while contributing to a meaningful career journey.

About The Team

The Premium Support Experience team, based in Dublin, operates like a startup within Stripe. We are developing a new product focused on delivering a premium, distinct support experience tailored for our most significant and complex users. Our responsibility extends beyond user-facing products to include optimizing internal tools and workflows that underpin the overall support journey.

As part of the broader Support Experience engineering division, we enhance how users receive help within Stripe, manage inquiries, and equip internal teams with effective tools. Collaborating closely with design, product, and operational groups, we incorporate cutting-edge generative AI technologies to reinvent support.

Role Overview

In this leadership role, you'll act as a founding engineering manager, shaping a new team from the ground up. Your responsibilities include team recruitment, defining technical direction, fostering a culture of excellence, and delivering impactful products swiftly and sustainably. Partnering with Product and cross-functional leaders, you’ll craft a strategic vision and roadmap aligned with Stripe’s business goals.

Key Responsibilities

• Recruit, lead, and mentor a team of skilled engineers, ensuring their development and success.
• Establish and nurture a collaborative, inclusive culture that encourages innovation, sharing knowledge, and continuous growth.
• Collaborate with Product Management, Design, and leadership to translate user needs into a clear technical strategy.
• Oversee project lifecycles from planning through delivery, maintaining high quality and system reliability.
• Balance short-term deliverables with long-term architectural decisions to support sustainable growth and excellent user experiences.
• Work with multiple teams to integrate internal tools and processes, managing organizational complexities.
• Enhance engineering practices, tools, and workflows to raise standards across the team.
• Communicate effectively with stakeholders, updating on development progress, risks, and obstacles.

Candidate Profile

Minimum Requirements:

• At least 3 years of experience managing engineering teams responsible for full-stack web applications at scale, plus over 10 years in the software industry overall.
• Proven success in recruiting and developing high-performing teams.
• Capacity to prioritize competing demands and successfully iterate on product features.
• Strong user empathy and a customer-focused mindset in solving problems and developing products.
• Ability to work autonomously while taking significant responsibility.
• Commitment to fostering a supportive and inclusive workplace that challenges and motivates employees.
• Excellent communication skills, both written and verbal, with technical and non-technical audiences.

Preferred Qualifications:

• Experience building teams or products from early stages.
• Familiarity with full-stack development using React and Ruby.
• Expertise designing, deploying, and managing agentic large language model (LLM) solutions for complex customer support or workflow automation.
• Ability to plan in quarterly cycles while maintaining a long-term vision.
• Enthusiasm for collaborating across organizational units to create exceptional user experiences.
• Experience working with distributed teams across multiple locations.

Onsite Working Expectations

Employees assigned to offices, including Dublin, are generally expected to spend at least half of their working time monthly on-site. Some roles, such as those in the Stripe Delivery Center in Dublin, require full-time onsite presence. Specific in-office needs may vary by team and will be communicated by managers to support user workflows appropriately.

Salary and Benefits

The annual compensation for this role located in Dublin ranges between €136,000 and €204,000. This range varies if hired in other areas and may cover several career levels. Details about benefits—including equity, bonuses, retirement plans, health coverage, and wellness stipends—will be provided during the interview process and depend on location.

Additional Notes

We value diversity, grit, and integrity at Stripe. Applicants with varied experiences and backgrounds are strongly encouraged to apply. We champion rigorous thinking and welcome challenges to the status quo to drive innovation.