Customer Operations Engineer

Plaid Inc.; San Francisco (CA); Sur place; USD 170 000 - 210 000; Plein temps

Avantages offerts par ce poste

Equity compensation

Medical benefits

Dental benefits

401(k)

Résumé du poste

Plaid is looking for a Platform Engineer to own internal systems end-to-end, building AI-enabled automation and scalable workflows. You will improve customer operations tooling, drive adoption, and measure outcomes with data.

Collaboration with cross-functional teams and documenting solutions are key parts of the role. With 4+ years in production software and a focus on engineering scalability, you will impact thousands of developers integrating Plaid, while partnering with product and customer

Qualifications

• 4+ years of production software experience.
• History of proactive ownership and fixing inefficient processes.
• Experience near technical products or customer-facing operations.
• Ability to write SQL and measure impact with data.
• Comfort using AI coding tools as part of workflow.
• Clear technical communication for non-technical partners.

Responsabilités

• Own platform systems end-to-end from concept to production.
• Automate and scale account operations across portfolios.
• Build AI-first workflows for automated triage and routing.
• Improve self-serve experiences in Plaid dashboard to reduce tickets.
• Instrument systems, collect metrics, and prove impact.
• Create documentation, demos, and onboard teams.

Connaissances

Production software

Ownership

Data-driven analysis

SQL proficiency

AI tools

Technical communication

Outils

SQL

Python

Description du poste

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, Seattle, Washington D.C., Raleigh, London, and Amsterdam.

About Plaid & Our Mission

Plaid’s products empower thousands of developers to build the next generation of financial services applications. When those developers need help, they turn to the teams that sell, implement, and support Plaid. Our goal is to support customers quickly and compassionately, keeping their applications running smoothly and their end users happy. By building systems that streamline support, automate workflows, and solve issues before customers ever hit a bottleneck, you help strengthen the digital financial ecosystem and make financial tools accessible to millions of people worldwide.

Team Dynamics & Your Impact

Customer Operations Engineering is an agile engineering team embedded within our support and customer operations organization. We build and run the internal tooling, self-serve dashboard flows, and AI-driven automation that power our operational teams. Our customers and the teams who serve them drive everything we do. We're looking for engineers who care about that as much as the code.

In this role, you will own platform systems end-to-end. There is no static backlog waiting for you—instead, your work comes from observing how teams operate, identifying unseen gaps, and building software that directly removes friction. You will have significant influence and autonomy over what gets built, taking ideas from initial concepts all the way through production deployment.

What You’ll Do (Responsibilities & Impact)

• Own Platform Systems End-to-End: Identify broken, manual, or slow processes, prototype solutions, and take them through production deployment.

• Automate & Scale Account Operations: Take manual actions currently performed one account at a time and transform them into automated workflows that operate across entire portfolios.

• Build AI-First Workflows: Automate repetitive technical support tasks—such as issue triage, routing, and system synchronization—designing tools so AI agents can execute the work seamlessly.

• Improve Self-Serve Customer Experiences: Build customer-facing flows in Plaid’s dashboard that guide users to quick answers and prevent support tickets before they happen.

• Measure & Prove Impact: Instrument systems before shipping, pull your own metrics, and evaluate real-world outcomes to ensure your work drives measurable value.

• Drive Adoption & Support What You Build: Create documentation, lead demos, onboard internal teams, and stand behind your code in production.

Qualifications & Expectations

What You Bring on Day One (Core Requirements):

• Production Software Experience: 4+ years of experience building and maintaining software in production.

• Proactive Ownership: A history of identifying manual or inefficient processes and taking initiative to fix them directly.

• Technical Customer Empathy: Experience working close to technical products or customer-facing operations, bringing a user-focused mindset to engineering problems.

• Data-Driven Analysis: Ability to write SQL, instrument features, and measure the impact of what you ship using data.

• Clear Technical Communication: Skill in framing problems, writing clear plans, and explaining complex technical solutions to non-technical partners and leadership.

• Leveraging AI Tools: Comfort using AI coding tools as part of your standard workflow and building systems that leverage AI agents.

What You Can Learn & Grow Into on the Job:

• Deep administration and customization of enterprise support platforms.

• Managing complex system migrations across multiple teams without disrupting daily operations.

• Leading agile planning processes, prioritization frameworks, and light project management for cross-functional initiatives.

Growth & Career Path

In this role, you will build broad technical expertise and relationships across Plaid’s platform and operational infrastructure. As you demonstrate impact, your path can grow into Technical Lead, Operations & Strategy roles across Plaid, or transition into Product Management and Engineering teams.

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 [e-mail].

Please review our Candidate Privacy Notice here.

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.