Product Support Specialist

Stripe

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ABOUT THE TEAM Stripe Terminal helps our users extend their online presence to the physical world. The Terminal team's mission is to make it as easy for businesses to accept in-person payments as the Stripe API has done for online payments. With Terminal, businesses can unlock in-person payment use cases that are right for their business model, whether it's creating a superb retail experience, extending their website to a pop-up store, or enabling a mobile point-of-sale at their next event. WHAT YOU'LL DO RESPONSIBILITIES * Own complex connectivity investigations end-to-end across merchant networks, Wi-Fi, LAN, LTE/5G, ISPs, routers, firewalls, VPNs, Stripe Terminal hardware, SDKs, cloud-based device management and third-party connectivity partners, leading technical troubleshooting until the true root cause is identified and a sustainable resolution is delivered. * Partner cross-functionally with Product, Engineering, Technical Support, Product Support Operations, Solutions Architecture, Sales and third-party connectivity providers to coordinate complex incidents, align stakeholders, remove blockers and drive product, engineering or partner improvements that enhance the Stripe Terminal support experience. * Drive operational excellence by creating runbooks, troubleshooting guides, AI-assisted diagnostics, dashboards, support processes, documentation and enablement material that empower the wider Support organization to resolve issues independently and continuously improve support effectiveness. * Act as Stripe's connectivity expert for the largest and most complex Terminal users, working directly with enterprise customers, SaaS platforms, IT teams and external partners to troubleshoot complex connectivity and hardware issues, provide technical guidance and build user confidence across email, chat and live support engagements. * Be the voice of the user and drive the continuous improvement of Stripe Terminal's connectivity capability by identifying recurring user pain points and systemic issues through support trends, diagnostics and field insights. Translate these learnings into product improvements, engineering priorities, preventative actions, partner service enhancements, support tooling, documentation and scalable operational solutions that improve reliability and technical excellence as Terminal scales globally. WHO YOU ARE MINIMUM REQUIREMENTS * A deep networking expert with 5+ years of experience troubleshooting complex connectivity issues across enterprise environments, with strong knowledge of TCP/IP, DNS, DHCP, NAT, VPNs, routing, switching, Wi-Fi (802.11), LTE/5G, firewalls, MDM, and network diagnostic tools such as Wireshark, packet captures, traceroute and nmap. * An exceptional technical investigator who can troubleshoot across the full technology stack, from network and infrastructure to devices, operating systems, firmware and applications, using logs, diagnostics and observability platforms (e.g. Splunk, Datadog, Grafana, Logscale) to identify root causes and drive issues to resolution. * A trusted customer-facing technical advisor who partners confidently with enterprise IT teams, merchants and executives, translating complex technical concepts into clear guidance while helping customers implement best-practice network configurations and environments. * A cross-functional systems thinker who thrives in ambiguity, collaborates effectively across Support, Product, Engineering, Solutions Architecture, Sales and external connectivity partners, and uses data to identify recurring issues and influence product and operational improvements. * An operational builder who combines strong analytical skills (including SQL and data analysis) with a continuous improvement mindset, creating scalable processes, playbooks and documentation that increase team capability and improve the customer experience. PREFERRED QUALIFICATIONS * Experience supporting payment hardware, POS systems and in-person payment solutions, including hands-on experience with card readers and device management. * Familiarity with REST APIs, Terminal SDKs and the Android networking stack. * Experience building internal tools, dashboards or AI-assisted diagnostics to improve support operations and troubleshooting. Willingness to travel for customer site visits, pilot deployments and complex escalations when required.

Stripe

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ABOUT THE TEAM Product Sales is a team of functional and technical specialists who both lead and advise on deals for the most strategically important products in the Stripe portfolio. Revenue suite Product Sales is tasked with pursuing a $100B market opportunity for back-office finance automation across billing, tax, revenue reporting, and data. WHAT YOU’LL DO As a Tax Account Executive at Stripe, you'll use your sales and product expertise to help drive growth through both existing and new-to-Stripe customers. You'll collaborate with the core sales, marketing, product marketing, and product teams to develop deep product and industry knowledge and drive strategic deals. You'll lead in-depth product discussions with existing and prospective customers and build and execute against our go-to-market strategy. RESPONSIBILITIES * Drive revenue to achieve and overperform on targets * Lead discussions with our largest existing and prospective customers * Contribute to the development of go-to-market playbooks alongside product, marketing, sales, and technical services stakeholders * Understand and articulate the value propositions of Stripe Tax to key stakeholders, including technical teams, financial departments, partners, and C-suite executives * Develop a deep understanding of global indirect tax requirements of potential customers * Build and maintain relationships with clients, guiding them through the sales process and helping ensure a successful implementation of Stripe Tax * Collaborate with the product, engineering, marketing, and customer success teams to ensure client satisfaction and long-term growth * Stay up-to-date on industry trends in data, analytics, and reporting to identify new opportunities WHO YOU ARE We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. You're an adept salesperson, capable of engaging in business-level and technical conversations at multiple levels of the organization, including C-level roles. You're used to building value in competitive situations and enjoy working on products that require deep product understanding, combined with technical knowledge. You're comfortable working with clients as you are with internal stakeholders (including executives). You're excited to become an expert and to share your knowledge. You're an organized self-starter, an excellent communicator who is detail-oriented and has a track record for improving the processes and organizations around you. Minimum requirements * 8+ years of sales or prospecting experience at a technology company and a track record of top performance * Owning a direct sales quota, with direct sales experience closing new business and expanding existing users * A proven ability to build strong collaborative working relationships with business partners * A proven ability to be a self-starter capable of driving business results without significant supervision * A hands-on mentality * Excellent verbal and written communication skills * Strong presentation skills, particularly for in-person meetings with multiple stakeholders * Proven ability to lead complex negotiations involving bespoke commercial agreements * Ability to understand complex technical requirements and craft solutions across multiple stakeholders Preferred qualifications * 3+ years of experience selling financial services or similar software * Experience selling tax solutions * Proven ability to sell complex software solutions In-office Expectations Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

Asana

We're seeking a strategic, highly organized Program Manager to lead the operational backbone for Asana's incubation motions across new product lines. This is a unique opportunity to help Asana bring early-stage products to market by supporting the specialist sales, solutions, and post-sale teams that sit closest to our incubation customers. You will work across multiple products in the incubation stage in direct partnership with product GMs, sales and solutions leaders, post-sale partners, and R&D Ops leadership. Your role will be to create the systems that make these motions scalable and accountable: intake processes, rules of engagement, reporting and dashboards, capacity tracking, stage-gate reviews, field communications, and operating cadences. This role is ideal for someone who thrives in ambiguity, loves building operating systems from scratch, and knows how to bring structure to cross-functional work without slowing it down. You should be excited to work at the intersection of Product, R&D Operations, Revenue, Customer Success, and Finance to help Asana learn faster and scale the right motions at the right time. This role is based in our Chicago office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements. What you’ll achieve * Design, launch, and continuously improve the process to engage overlay sales teams across new product lines, including clear entry criteria, required context, routing rules, and escalation paths * Define, document, and maintain rules of engagement across incubation teams and broader field teams so ownership, handoffs, and responsibilities are explicit * Partner with GMs and incubation leaders to stand up dashboards and reporting that help leadership understand what is working, what is not, and where intervention is needed * Own capacity tracking across incubation roles and products so leaders have visibility into coverage, utilization, and bottlenecks * Develop and maintain field communications across incubation products, including guidance on when to engage the incubation team, what support is available, and how processes evolve over time * Create and maintain source-of-truth documentation for intake criteria, handoff processes, stage gates, reporting definitions, and field-facing operating guidance * Partner closely with Sales Ops, Finance, Customer Success, Product Marketing, and field leadership to ensure incubation motions are measurable, aligned, and scalable * Surface operational risks, repeated failure modes, and process breakdowns early, then drive practical fixes that improve execution without creating unnecessary overhead * Support the operational setup for new incubation products as they launch, ensuring the right reporting, communication, and accountability mechanisms are in place * Bring a strong point of view on operational excellence while remaining pragmatic about what needs to be built now versus later About you * 5+ years of experience in program management, business operations, strategy and operations, GTM operations, or a similar cross-functional operating role in a B2B SaaS environment * Proven experience building processes, cadences, and reporting in environments where roles, systems, and playbooks are still taking shape * Strong analytical skills and comfort defining metrics, standing up dashboards, and using data to identify bottlenecks, root causes, and opportunities to improve a motion * Excellent program management skills with the ability to drive multiple cross-functional workstreams simultaneously and keep stakeholders aligned * Strong written and verbal communication skills, especially for field-facing guidance, executive updates, and operational documentation * Ability to influence without authority across Product, Sales, Solutions, Customer Success, Finance, and Operations partners * High judgment, strong follow-through, and a bias toward building clear, durable systems rather than reactive one-off fixes * Comfort operating in ambiguous, early-stage environments where priorities, products, and processes may change quickly * A builder mentality: you enjoy taking an emerging motion and turning it into something repeatable, measurable, and easier to scale * Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply. What we’ll offer Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit. For this role, the estimated base salary range is between $131,000 - $149,400. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified. In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your recruiter to learn more about the total compensation and benefits for this role. We strive to provide equitable and competitive benefits packages that support our employees worldwide and include: * Mental health, wellness & fitness benefits * Career coaching & support * Inclusive family building benefits * Long-term savings or retirement plans * In-office culinary options to cater to your dietary preferences  These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your recruiter to learn more about the total compensation and benefits for this role. #LI-Hybrid About us Asana is a leading platform for human + AI collaboration. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named to Fortune's Best Workplaces for 7+ years and recognized by Fast Company, Forbes, and Gartner for excellence in workplace culture and innovation. We offer an exceptional office-centric culture while adopting the best elements of hybrid models to ensure that every one of our global team members can work together effortlessly. With 13+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong. Join Asana’s Talent Network to stay up to date on job opportunities and life at Asana.