Technical Support Engineer

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!

Responsibilities

• Join Plaid as a Technical Support Engineer (TSE) and 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, communicate with customers and internal stakeholders throughout the process, and collaborate cross-functionally with our Engineering, Product, Financial Access, and Go-to-Market teams. You will also troubleshoot customer issues, work on projects to improve internal and external processes, and assist GTM teams with customer escalations.
• Gérer les problèmes techniques des clients depuis leur première manifestation jusqu'à leur résolution, en communiquant avec les clients et les parties prenantes internes tout au long du processus.
• Collaborer avec les équipes d'ingénierie, de produit, d'accès financier et de mise sur le marché pour atteindre les objectifs de l'équipe de support.
• Participer à l'amélioration des processus internes et externes en travaillant sur des projets avec d'autres ingénieurs de support technique.
• Commitment to providing a world-class customer experience

Requirements

• Preferred: 6+ months of experience supporting technical projects and/or process improvement

Self-starter mentality and ability to work independently

• Effective time management and ability to balance multiple priorities
• 6+ months of experience working with REST APIs, SQL, CSS, HTML and a coding language (Javascript or Python)
• 2+ years of experience in a customer-facing role
• Strong written and verbal communication
• Knowledge of ticketing systems and tools (e.g. Zendesk, Linear), and data visualizations (e.g. Databricks)
• Genuine interest and passion for Support