# Engineering Manager, Support Experience

**Company**: Stripe
**Location**: Bengaluru
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/stripe/jobs/7773553
**Canonical**: https://yubhub.co/jobs/job_32821b49-ca1

## Description

You will lead and grow an established, high-performing engineering team within the Support Experience organisation. Your job is to start with what's been built and make it better: grow the team, elevate the technical bar, and expand the team's impact across Stripe.

Responsibilities:

- Hire, lead, and manage a team of talented engineers, 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 AI and customer experience 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.

Minimum requirements:

- 3+ years of experience managing teams that build and operate full-stack web applications at scale, and 10+ years of overall industry experience.

- A passion for supporting both external users and internal customers.

- Successfully recruited and built great teams.

- The ability to thrive with a high level of autonomy and responsibility.

- The desire to encourage a healthy, inclusive work environment that's both supportive and challenging.

- Clear and persuasive writing and in-person communication.

Preferred qualifications:

- Experience designing, deploying, and owning Agentic LLM solutions (e.g., multi-step orchestrators, tool use/function calling) specifically for complex customer support or internal workflow automation.

- You are comfortable planning in quarters, and can set a vision for several years.

- You are excited about collaborating with teammates across Stripe's organisation to provide a wonderful support experience to users.

- You are comfortable working with geographically distributed teams.

- Experience managing multiple engineering teams.

## Skills

### Required
- Experience managing teams that build and operate full-stack web applications at scale
- Passion for supporting both external users and internal customers
- Ability to thrive with a high level of autonomy and responsibility
- Desire to encourage a healthy, inclusive work environment
- Clear and persuasive writing and in-person communication

### Nice to have
- Experience designing, deploying, and owning Agentic LLM solutions
- Comfortable planning in quarters and setting a vision for several years
- Excited about collaborating with teammates across Stripe's organisation
- Comfortable working with geographically distributed teams
- Experience managing multiple engineering teams