FinTech Technical Support Engineer: API & Troubleshooting

Plaid Inc; San Francisco (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Plaid is looking for Technical Support Engineers to help customers and internal teams navigate complex issues in a fast-paced fintech environment. You will manage tickets from initial symptom to resolution, collaborating with product and engineering to deliver robust outcomes.

Ideal candidates are empathetic, technically minded, and customer-centric, with experience in REST APIs, SQL, and scripting. You will operate in the Pacific Time Zone and help scale our support operations.

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 upscale 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

Customer-facing experience

REST APIs

SQL

CSS

HTML

JavaScript

Python

Zendesk

Jira

Mode

Communication

Self-starter

Time management

Pacific Time Zone

Tools

Zendesk

Jira

Mode

Job description

Plaid is looking for Technical Support Engineers to help customers and internal teams navigate complex issues in a fast-paced fintech environment. You will manage tickets from initial symptom to resolution, collaborating with product and engineering to deliver robust outcomes.

Ideal candidates are empathetic, technically minded, and customer-centric, with experience in REST APIs, SQL, and scripting. You will operate in the Pacific Time Zone and help scale our support operations.