FinTech Technical Support Engineer (API & Customer-Centric)

Plaid Inc.; San Francisco (CA); Híbrido; USD 100 000 - 130 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Equity

Commission

Benefits: Health, Dental, Vision, 401k

Resumo da oferta

Plaid is seeking a Technical Support Engineer to help customers resolve complex integration issues and keep Plaid's financial services running smoothly. The role emphasizes empathy, collaboration with product and engineering teams, and delivering world-class support within the Pacific Time Zone.

You will handle 10-12 tickets daily, troubleshoot using internal tools, and drive improvements in tooling, documentation, and processes while balancing customer needs with internal stakeholders.

Qualificações

• 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).

Responsabilidades

• Respond to 10-12 customer tickets per day via Zendesk, meeting quality standards
• Troubleshoot customer issues using internal tools and documentation and escalates 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

Conhecimentos

Customer-facing experience

REST APIs knowledge

SQL

CSS

HTML

JavaScript

Python

Strong communication

Self-starter

Ferramentas

Zendesk

Jira

Mode

Descrição da oferta de emprego

Plaid is seeking a Technical Support Engineer to help customers resolve complex integration issues and keep Plaid's financial services running smoothly. The role emphasizes empathy, collaboration with product and engineering teams, and delivering world-class support within the Pacific Time Zone.

You will handle 10-12 tickets daily, troubleshoot using internal tools, and drive improvements in tooling, documentation, and processes while balancing customer needs with internal stakeholders.