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PlaidPL

Technical Support Engineer

Plaid is used by thousands of digital financial apps and services like Betterment, Expensify, Microsoft and Venmo, and by many of the largest banks to make it easy for consumers to connect their financial accounts with the apps and services they want to use.

Plaid

Employee count: 201-500

Salary: 74k-122k USD

United States only
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.
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.

Responsibilities

  • Respond to 10-12 customer tickets per day via Zendesk, meeting quality standards
  • 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
  • Contribute to brainstorming and project execution (tooling, documentation, process improvements)
  • Assist GTM teams with customer escalations
  • Collaborate with EPD teams on issue resolution

Qualifications

  • 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 PT time zones
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.

About the job

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Posted on

Job type

Full Time

Experience level

Entry-level
Mid-level

Salary

Salary: 74k-122k USD

Location requirements

Hiring timezones

United States +/- 0 hours

About Plaid

Learn more about Plaid and their company culture.

View company profile

Plaid is used by thousands of digital financial apps and services like Betterment, Expensify, Microsoft and Venmo, and by many of the largest banks to make it easy for consumers to connect their financial accounts with the apps and services they want to use. Plaid connects with over 11,000 financial institutions across the U.S, Canada and Europe. The company was founded in 2013 by Zach Perret and William Hockey and is headquartered in San Francisco, CA.

At Plaid, we have diverse backgrounds and skills, but we're all passionate about building a more efficient and inclusive financial infrastructure—together.

We unlock financial freedom for everyone

OUR VISION

Plaid is focused on democratizing financial services through technology. We build beautiful consumer experiences, developer-friendly infrastructure, and intelligent tools that give everyone the ability to create amazing products that solve big problems.

OUR BUSINESS

We started out by building the technical infrastructure APIs that connect consumers, traditional financial institutions, and developers. Today, we add key insights to the data access we provide with our suite of analytics products.

OUR CULTURE

We value cross-team collaboration and diversity of thought. There's always an opportunity to learn from each other outside of day-to-day work, whether it's company-wide offsites, internal hackathons, or co-worker meetups.

OUR PEOPLE

We have diverse backgrounds and skills, but we're all passionate about building a more efficient and inclusive financial infrastructure—together.

Employee benefits

Learn about the employee benefits and perks provided at Plaid.

View benefits

Employee assistance program (EAP)

24/7 counseling services

Wellness benefits

$100 monthly fitness stipend.

Disability insurance

We'll cover your disability insurance.

We've got you covered

Medical, dental, and vision insurance.

View Plaid's employee benefits
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Plaid

Company size

201-500 employees

Founded in

2013

View company profile

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Plaid hiring Technical Support Engineer • Remote (Work from Home) | Himalayas