Technical Support Engineer — FinTech API & Customer Success

Plaid; California (MO); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Equity/Commission

Job summary

Plaid is hiring a Technical Support Engineer to manage customer issues from initial symptom to resolution, collaborating with Product and Engineering to reach solutions.

You will respond to tickets via Zendesk, troubleshoot with internal tools, and contribute to process improvements while maintaining a customer-first mindset.

Candidates should have 2+ years in a customer-facing role and experience with REST APIs, SQL, CSS, HTML, and at least one scripting language.

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

Customer-facing experience

REST APIs

SQL

CSS

HTML

JavaScript

Python

Tools

Zendesk

Jira

Mode

Job description

Plaid is hiring a Technical Support Engineer to manage customer issues from initial symptom to resolution, collaborating with Product and Engineering to reach solutions.

You will respond to tickets via Zendesk, troubleshoot with internal tools, and contribute to process improvements while maintaining a customer-first mindset.

Candidates should have 2+ years in a customer-facing role and experience with REST APIs, SQL, CSS, HTML, and at least one scripting language.