Technical Support Engineer

Plaid builds tools and experiences that thousands of developers use to create financial products, powering the infrastructure for millions of people to connect their financial accounts to apps and services. The company works with thousands of companies including Venmo, SoFi, several Fortune 500 companies, and many of the largest banks. Plaid's network covers 12,000 financial institutions across the US, Canada, UK, and Europe. Founded in 2013, Plaid is headquartered in San Francisco with offices in New York, Seattle, Washington D.C., Raleigh, London, and Amsterdam.

Plaid Support ensures customers' applications operate as expected, investigating root causes of integration issues, quantifying scope and impact, and collaborating with Growth and Engineering teams to reach solutions. As a Technical Support Engineer (TSE), you will manage issues from first symptom to resolution, communicating with customers and internal stakeholders throughout the process. TSEs work closely with Plaid's product and engineering teams, maintaining a high technical bar. The role requires candidates to be based in the Pacific Time Zone (PST/PDT) to align with customer needs and team collaboration.

• Respond to 10-12 customer tickets per day via Zendesk, meeting quality standards
• Troubleshoot customer issues using internal tools and documentation, escalating 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

• 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 Pacific Time Zone (PST/PDT)

Target base salary range: $73,872 – $110,000. Offers equity. Plaid provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay is based on factors such as scope and responsibilities of the position, candidate's work experience and skillset, and location.

Apply via the provided application link.