Technical Support Engineer

About the role

We support the next generation of financial services by investigating, escalating, and fixing the issues affecting our customers and our consumers. 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.

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 TSEs 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) or Pacific Time Zone (PST/PDT)

Benefits

• Comprehensive benefit plan, including medical, dental, vision, and 401(k)
• Additional compensation in the form of equity and/or commission, dependent on the position offered

Pay

$73,872.00 - $110,000.00 per year