Technical Support Engineer

Job description

We believe that the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products. 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, Washington D.C., London and Amsterdam. At Plaid we believe the way people interact with their finances will drastically improve in the next few years. We’re dedicated to empowering this transformation by building the tools and infrastructure developers need to create their own products. Our goal is to give people more control over their finances and unlock financial freedom for everyone. As part of achieving this mission, we’re dedicated to providing best-in-class support experiences to our partners in the FinTech ecosystem, unblocking customers in actualizing what financial access and freedom looks like for their consumers. Today, Plaid Support ensures our customers' applications can help their consumers live their best financial lives by ensuring our products continue to operate as expected. We investigate the root cause of integration issues, quantify their scope and impact, and when we can’t fix them ourselves, we work with our Growth and Engineering teams to reach a solution. 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. People who succeed in this role tend to be empathetic, collaborative, technically minded, and most importantly - customer-centric. They have an interest in learning more about financial services, and are excited to help customers resolve complex issues. TSEs work closely with Plaid’s product and engineering teams, and we have a high technical bar to ensure that we all speak the same language. Our Support team sets aggressive goals to meet the standards our customers expect, and we collaborate cross-functionally with our Engineering, Product, Financial Access, and Go-to-Market teams in order to achieve these goals. What excites us… - Empathic focus for both our customers and their end-users, and understanding of their needs and motivations. - Familiarity with APIs, modern web services, and languages (JSON responses, http requests, Typescript, SQL queries) - Strong interest in learning Plaid products and integrations with the ability to be resourceful through documentation and historical tickets - Data-driven approach to problem solving - Bringing clarity and simplicity to ambiguous situations involving complex tradeoffs - Experience reading or writing code, in a few different languages, or deep familiarity with one - A thoughtful and friendly communication style - The ability to work with a high degree of autonomy - Previous experience working with financial data, or an interest to learn What excites you... - Building trust with customers by helping unblock their consumers on integration issues - Collaborating with cross-functional stakeholders including Engineering, GTM, and Product to support great consumer products and experiences. - Being a subject matter expert and customer advocate to build awareness within the organization - Learning new programming languages and technologies (Typescript, SQL) - Sharing best practices and creating documentation to help the team improve together - Ability to make an impact on Support and Plaid 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! 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. Please review our Candidate Privacy Notice here https://plaid.com/legal/#candidate-privacy-notice. Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Plaid provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.