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About the Role
The Customer Support Team helps customers improve their experience using Plaid Products through collaborative issue resolution. 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.
Responsibilities
- Interface with customers via Zendesk tickets
- 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
- Respond to 10+ customer tickets per day, meeting quality standards
- Contribute to brainstorming and project execution (tooling, documentation, process improvements)
- Assist GTM teams with customer escalations
- Collaborate with EPD teams on issue resolution
Requirements
- 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, Linear), and data visualizations (e.g. Databricks)
- 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
- Preferred: 6+ months of experience supporting technical projects and/or process improvement
Skills
- REST APIs
- SQL
- CSS
- HTML
- Javascript
- Python
- Zendesk
- Linear
- Databricks
Location
- San Francisco
- New York
- Seattle
- Washington D.C.
- Raleigh
- London
- Amsterdam
Work Type
- Full-time
Experience Level
- 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)
- 6+ months of experience supporting technical projects and/or process improvement
Benefits
- medical
- dental
- vision
- 401(k)
About the Company
- 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, Seattle, Washington D.C., Raleigh, London, and Amsterdam.
- Our mission at Plaid is to unlock financial freedom for everyone.
- To support that mission, we seek to build a diverse team of driven individuals who care deeply about making the financial ecosystem more equitable.
- We recognize that strong qualifications can come from both prior work experiences and lived experiences.
- We encourage you to apply to a role even if your experience doesn't fully match the job description.
- We are always looking for team members that will bring something unique to Plaid!
Equal Opportunity
- Plaid is proud to be an equal opportunity employer and values diversity at our company.
- We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics.
- We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws.
- Plaid is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process.
- If you need any assistance with your application or interviews due to a disability, please let us know at accommodations@plaid.com.