Technical Support Engineer

Plaid

🔍 Observed

$74K - $110K USD

United States First seen 3 weeks ago Last seen 6 hours, 25 minutes ago Lever

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Job Description

AI Summary

• Manage technical support tickets for Plaid's financial connectivity platform, handling 10-12 customer issues daily while investigating root causes and coordinating resolutions with Engineering and Growth teams • Troubleshoot integration issues using internal tools and documentation, with ability to work with REST APIs, SQL, and coding languages like JavaScript or Python • Require minimum 2+ years customer-facing experience and 6+ months hands-on technical experience; must be based in Eastern Time Zone to support customer needs • Collaborate cross-functionally with Product, Engineering, and Go-to-Market teams on process improvements, documentation, and tooling projects alongside other support engineers • Join a growing support team at a well-funded fintech company (founded 2013) serving thousands of developers and millions of users across major financial institutions in US, Canada, UK, and Europe

We believe that the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Washington D.C., London and Amsterdam.

Plaid Support ensures our customers' applications can help their consumers live their best financial lives by ensuring our products continue to operate as expected. We investigate the root cause of integration issues, quantify their scope and impact, and when we can’t fix them ourselves, we work with our Growth and Engineering teams to reach a solution.

As we continue to grow, we’re looking for Technical Support Engineers (TSEs) to join the team to help us balance the needs of customers, users and internal stakeholders, while navigating critical technical issues. In this role, you will manage issues from their first symptom to their eventual resolution, communicating with our customers and internal stakeholders throughout the process. People who succeed in this role tend to be empathetic, collaborative, technically minded, and most importantly - customer-centric. They have an interest in learning more about financial services, and are excited to help customers resolve complex issues. TSEs work closely with Plaid’s product and engineering teams, and we have a high technical bar to ensure that we all speak the same language. Our Support team sets aggressive goals to meet the standards our customers expect, and we collaborate cross-functionally with our Engineering, Product, Financial Access, and Go-to-Market teams in order to achieve these goals. This role requires candidates to be based in the Eastern Time Zone (EST/EDT) to align with customer needs and team collaboration

Responsibilities: Respond to 10-12 customer tickets per day via Zendesk, meeting quality standards Troubleshoot customer issues using internal tools and documentation and escalate to Engineering or Partnership teams for resolution Work on projects with other TSE’s to improve internal and external processes Contribute to brainstorming and project execution (tooling, documentation, process improvements) Assist GTM teams with customer escalations Collaborate with EPD teams on issue resolution Qualifications: 2+ years of experience in a customer-facing role 6+ months of experience working with REST APIs, SQL, CSS, HTML and a coding language (Javascript or Python) Knowledge of ticketing systems and tools (e.g. Zendesk, Jira), and data visualizations (e.g. Mode) Preferred: 6+ months of experience supporting technical projects and/or process improvement Genuine interest and passion for Support Commitment to providing a world-class customer experience Strong written and verbal communication Self-starter mentality and ability to work independently Effective time management and ability to balance multiple priorities Based in the Eastern Time Zone (EST/EDT)

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Job Information

Company:
Plaid
Location:
United States
Job Type:
Full-Time
Work Location:
Remote
Experience Level:
Mid
Source:
Lever
Status:
Active

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68 /100

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