Technical Support Engineer

Join Plaid, a leading financial technology company, as a Technical Support Engineer. In this role, you will be responsible for managing customer issues from their first symptom to resolution, troubleshooting technical issues, and collaborating with internal teams. You will work closely with Plaid's product and engineering teams and contribute to process improvements. This position requires candidates to be based in the Eastern Time Zone (EST/EDT).

• Investigate the root cause of integration issues, quantify their scope and impact, and work with Growth and Engineering teams to reach a solution.
• Manage issues from their first symptom to their eventual resolution, communicating with customers and internal stakeholders throughout the process.
• Collaborate cross-functionally with Engineering, Product, Financial Access, and Go-to-Market teams to achieve aggressive goals and meet customer expectations.
• Based in the Eastern Time Zone (EST/EDT) or Pacific Time Zone (PST/PDT)
• 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.
• Genuine interest and passion for Support
• Knowledge of ticketing systems and tools (e.g. Zendesk, Jira), and data visualizations (e.g. Mode)
• Effective time management and ability to balance multiple priorities
• Commitment to providing a world-class customer experience
• Strong written and verbal communication
• Self-starter mentality and ability to work independently
• 2+ years of experience in a customer-facing role
• Preferred: 6+ months of experience supporting technical projects and/or process improvement
• 6+ months of experience working with REST APIs, SQL, CSS, HTML and a coding language (Javascript or Python)