Customer‑Focused Tech Support Engineer (FinTech)

Plaid; Portland (OR); On-site; USD 74,000 - 110,000; Full time

Benefits offered by this job

Equity

Commission

Medical insurance

Dental benefits

Vision benefits

401(k)

Job summary

Plaid is seeking a Technical Support Engineer based in the Pacific Time Zone to help customers resolve complex issues and collaborate with Product, Engineering, and GTM teams. You will handle tickets, troubleshoot problems, and drive process improvements while maintaining a customer-centric approach.

The role emphasizes strong communication, independence, and a passion for financial technology, with compensation discussions reflecting location and experience.

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 the Pacific Time Zone (PST/PDT).

Responsibilities

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

Skills

REST APIs

SQL

HTML

CSS

Javascript

Python

customer-facing

communication

Tools

Zendesk

Jira

Mode

Job description

Plaid is seeking a Technical Support Engineer based in the Pacific Time Zone to help customers resolve complex issues and collaborate with Product, Engineering, and GTM teams. You will handle tickets, troubleshoot problems, and drive process improvements while maintaining a customer-centric approach.

The role emphasizes strong communication, independence, and a passion for financial technology, with compensation discussions reflecting location and experience.