Technical Support Engineer

About Plaid

Plaid is dedicated to revolutionizing financial interactions by providing tools and experiences that empower thousands of developers and millions of people to better manage their finances. Partnering with major companies like Venmo, SoFi, Fortune 500 firms, and large banks, Plaid connects users to over 12,000 financial institutions across the US, Canada, UK, and Europe. Founded in 2013, Plaid's headquarters are in San Francisco with additional offices in New York, Washington D.C., London, and Amsterdam.

Role Overview

The Technical Support Engineer (TSE) plays a key role in ensuring that customers' applications function smoothly, diagnosing integration problems and collaborating internally to resolve issues. The position requires empathy, technical aptitude, and strong customer orientation, with an interest in financial services. TSEs manage technical problems end-to-end, coordinating with relevant teams such as Engineering and Product Development. Candidates must be located in the Eastern Time Zone to align with customer interaction requirements.

Key Responsibilities

• Address 10-12 customer support tickets daily through Zendesk while maintaining quality standards.
• Troubleshoot issues using internal tools and documentation, escalating complex problems to Engineering or Partnership teams when needed.
• Collaborate with other TSEs on projects to enhance both internal and customer-facing processes.
• Contribute ideas and participate in projects involving tooling, documentation, and optimizing workflows.
• Support Go-to-Market teams with customer escalations.
• Work closely with Engineering, Product, and Development teams in resolving technical issues.

Qualifications

• Minimum two years in a customer-facing role.
• At least six months experience using REST APIs, SQL, CSS, HTML, and one coding language such as JavaScript or Python.
• Familiarity with ticketing tools like Zendesk and Jira, and data visualization platforms such as Mode.
• Preferred experience includes supporting technical projects and process improvements for six months or more.
• Strong passion for customer support and dedication to delivering exceptional service.
• Excellent written and verbal communication abilities.
• Self-motivated, able to work independently, and effectively manage multiple priorities.
• Must be based in either Eastern or Pacific Time Zones to synchronize with team and customer schedules.

Diversity & Inclusion

Plaid is committed to fostering a diverse and inclusive workplace. Applicants from all backgrounds are encouraged to apply, regardless of how closely they match the listed qualifications. The company is an equal opportunity employer and provides reasonable accommodations during the hiring process for candidates with disabilities.

Compensation and Benefits

The salary range for this role is $73,872 to $110,000, with additional compensation potentially available via equity or commissions depending on the position. Comprehensive benefits include medical, dental, vision coverage, and 401(k) plans. Salary and benefits may vary based on role scope, candidate experience, skills, and location.