London Technical Support Engineer - Fintech

Plaid Inc.; Greater London; Hybrid; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k)

Equity/Commission

Job summary

Plaid Inc. is hiring Technical Support Engineers to join the Customer Support Team in London. You will manage customer issues from first symptom to resolution, coordinating with Engineering, Product, and GTM to provide timely, high-quality solutions.

Ideal candidates will be empathetic, technically minded, and passionate about delivering a world-class customer experience. You’ll collaborate across teams and continuously improve processes and tooling.

Qualifications

• 2+ years of experience in a customer-facing role.
• 6+ months of experience with REST APIs, SQL, CSS, HTML and a coding language (Javascript or Python).
• Knowledge of ticketing systems and tools (e.g. Zendesk, Linear), and data visualizations (e.g. Databricks).
• 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.

Responsibilities

• Interface with customers via Zendesk tickets
• Troubleshoot customer issues using internal tools and documentation and elevate to Engineering or Partnership teams for resolution
• Work on projects with other TSE's to improve internal and external processes
• Respond to 10+ customer tickets per day, meeting quality standards
• Contribute to brainstorming and project execution (tooling, documentation, process improvements)
• Assist GTM teams with customer escalations
• Collaborate with EPD teams on issue resolution

Skills

Customer-facing experience

REST APIs

SQL

CSS/HTML

JavaScript or Python

Strong communication

Self-starter

Time management

Tools

Zendesk

Linear

Databricks

Job description

Plaid Inc. is hiring Technical Support Engineers to join the Customer Support Team in London. You will manage customer issues from first symptom to resolution, coordinating with Engineering, Product, and GTM to provide timely, high-quality solutions.

Ideal candidates will be empathetic, technically minded, and passionate about delivering a world-class customer experience. You’ll collaborate across teams and continuously improve processes and tooling.