Technical Support Engineer

About Plaid

Plaid is committed to revolutionizing how individuals manage their finances by providing tools that enable thousands of developers to create innovative financial products. Our platform supports millions by connecting financial accounts to applications, partnering with companies such as Venmo, SoFi, numerous Fortune 500 firms, and leading banks. We operate across 12,000 financial institutions in the US, Canada, UK, and Europe. Established in 2013, Plaid is headquartered in San Francisco, with additional offices in New York, Washington D.C., London, and Amsterdam.

Role Overview

The Technical Support Engineer ensures that customer applications function seamlessly, helping consumers achieve better financial outcomes. This involves diagnosing integration issues, assessing their impact, and collaborating with Growth and Engineering teams for solutions when necessary. Successful candidates are empathetic, collaborative, technically proficient, and customer-focused. An enthusiasm for financial services and complex problem-solving is essential.

Key Responsibilities

• Handle 10-12 customer support tickets daily using Zendesk, adhering to quality standards.
• Diagnose customer issues through internal resources and escalate to Engineering or Partnerships as needed.
• Collaborate with other TSEs to enhance processes and tooling.
• Participate in brainstorming sessions and drive projects focused on documentation and process improvements.
• Support Go-To-Market teams during customer escalations.
• Work alongside Engineering, Product, and Design teams to resolve issues.

Required Qualifications

• Minimum of 2 years in a customer-facing position.
• At least 6 months experience with REST APIs, SQL, CSS, HTML, and programming languages such as JavaScript or Python.
• Familiarity with ticketing platforms (e.g., Zendesk, Jira) and data visualization tools (e.g., Mode).
• Preferred: 6+ months of experience in technical project support or process optimization.
• Strong commitment to delivering exceptional customer service.
• Excellent written and verbal communication abilities.
• Self-motivated and capable of managing multiple priorities effectively.
• Location requirement: Eastern or Pacific Time Zones for team and customer alignment.

Diversity & Inclusion

At Plaid, we strive to create an inclusive workforce and welcome applicants with diverse backgrounds and experiences. We provide accommodations throughout the recruitment process to candidates with disabilities. We are an equal opportunity employer committed to non-discrimination based on various legally protected characteristics.

Compensation & Benefits

The salary range is $73,872 to $110,000, with additional compensation possibly including equity and commissions depending on the role. Plaid offers comprehensive medical, dental, vision, and 401(k) benefits. Pay levels are influenced by responsibilities, experience, skillset, and location and are subject to revision.