Salesforce Administrator, Support Systems

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

The Support Systems team builds and delivers tooling and services to enable Stripe’s user operations team to provide high-quality customer support interactions and scale with Stripe’s growth. We’re accountable for the quality and reliability of these systems and we use data and firsthand user research to continuously improve it. 

Providing great support to users of all sizes is culturally important to everyone at Stripe. We are a group of capable, friendly, user-oriented administrators and engineers that partner closely on this problem with Stripe’s world-class design, product, and operational teams. This includes the external-facing support interfaces (https://support.stripe.com/), content, entry points, internal tooling, case routing, and helping product teams across the company reduce support volume by improving our products. 

As a system administrator on the team, you will work closely with other team members to administer and support various 3rd party applications including Salesforce Service Cloud. This includes building out new functionality, customizing these applications according to business needs (including software upgrade, troubleshooting etc.), and ongoing maintenance to ensure a reliable support operation for Stripe’s users. You’ll also get to work closely with software engineering teams on a variety of fun and challenging technical projects. 

What You’ll Do

• Participate in all phases of the software development lifecycle, including discovery, analysis, requirements definition, solution design, configuration, testing, deployment, release management, change management and support
• Build for scale by designing holistically, with a focus on flexibility and maintainability
• Work closely with business partners to understand and refine requirements, objectives, and processes to drive strategic application efforts
• Ensure appropriate controls and documentation are created and followed to help operationalize administrator activities
• Monitor system health and performance including pro-actively identifying and improving system processes
• Troubleshoot reported incidents by effectively prioritizing, triaging, and communicating status
• Work closely with support teams and operations to understand and refine requirements, objectives, and processes to drive strategic solutions

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.

Minimum Requirements

• 2+ years of relevant Salesforce.com administration experience
• Collaborate effectively in a remote-first work environment, maintaining open communication and strong connections with colleagues
• Ability to communicate effectively with management and various teams including but not limited to engineering, operations, IT, vendors, and international teams
• Proven ability to deal with ambiguity in a rapidly changing business environment, resolve problems and offer impacting solutions.
• Manage time effectively with product support, small tactical requests and large projects
• Experience with Salesforce Service Cloud
• You are empathetic with users, both internal and external, and strive to create a better experience for all users

Preferred qualifications

• Salesforce Basic and Advanced Certifications (Advanced Administrator certification, Advanced Developer or Platform II certification)
• Experience with Atlassian tools including Jira and Confluence, Twilio APIs or Twilio Flex, and other CRMs and customer support tools such as Front App, Zendesk, Intercom, Khoros, etc.
• Experience with software development in APEX or other programming languages, especially Ruby and Javascript (React, Typescript)
• Experience with data analytics and reporting (SQL, dashboards), and using or configuring monitoring tools such as Prometheus or Grafana
• Experience with data migration and integration techniques