Full Stack Engineer, Support Experience (Greater China Support)

Support Experience Engineering builds the technology that powers Stripe's global support operations. Our engineers create the systems and services that support agents worldwide rely on every day to resolve issues for Stripe's millions of merchants and users — at scale, in real time, and across a growing range of cha...

The Case Resolution Platform team owns the core infrastructure and tooling that enables support agents around the world to do their best work. This includes case routing, live channels infrastructure spanning voice and messaging, machine translation, and integrations that connect Stripe's support stack to the platfo...

We're looking for full-stack engineers who want to make an impact on the tools and infrastructure that power global customer support at scale. Our team collaborates with many cross-functional teams — from Infrastructure to Product to Operations — to deliver reliable, high-quality systems that support agents and merchants depend on every day. The team is actively expanding its live channels infrastructure to support new messaging platforms, including in Greater China, requiring collaboration with third-party providers in the region.
Design, build, and maintain full-stack services and infrastructure — spanning both backend systems and user-facing tooling — that support agents around the world rely on to resolve merchant and user issues in real time
Expand and deepen live channel integrations — including voice, messaging, and emerging platforms — across Stripe's global support operations
Debug and solve critical production issues across services and multiple levels of the stack
Collaborate with internal stakeholders across the company to build new features at large scale, while improving internal engineering standards, tooling, and processes
Collaborate effectively in a distributed and hybrid team, maintaining open communication and strong connections with colleagues

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.
5+ years of industry software engineering experience
Native Mandarin fluency
Full-stack engineering experience, with front-end proficiency; React and Ruby are our primary technologies
Superb communication skills working with both technical and non-technical stakeholders
Reasoned judgement to unblock yourself and make rapid forward progress in ambiguous domains
Comfortable working as a generalist across varying technologies and stacks to solve problems and delight both internal and external users
User empathy and a customer-centric approach to problem solving
Experience building or integrating third-party platform APIs, particularly in the communications or customer support tooling space
Familiarity with real-time communication systems or messaging infrastructure
Demonstrated technical leadership on ambiguous, impactful projects
Good understanding and practical knowledge of cloud-based services (e.g., gRPC, GraphQL, Docker/Kubernetes, AWS, etc.)