Technical Support Engineer - FinTech API & Troubleshooting

Plaid; San Francisco (CA); Presencial; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Plaid is seeking Technical Support Engineers to help customers resolve complex issues, work with engineering teams, and balance needs of customers and internal stakeholders. Candidates must be in the Pacific Time Zone and available during PT business hours.

You will handle tickets, troubleshoot issues with internal tools, and collaborate across product, engineering, and GTM teams to reach outcomes that improve the customer experience.

Formación

• 2+ years in a customer-facing role.
• 6+ months of experience with REST APIs, SQL, HTML, CSS and a coding language (JavaScript or Python).
• Knowledge of ticketing systems (Zendesk, Jira) and data visualizations (Mode).
• Preferred: 6+ months supporting technical projects or process improvement.
• Genuine interest and passion for Support.
• Commitment to world-class customer experience.
• Strong written and verbal communication.
• Self-starter and ability to work independently.
• Effective time management and ability to balance priorities.
• Based in the Pacific Time Zone.

Responsabilidades

• Respond to 10-12 customer tickets per day via Zendesk, meeting quality standards.
• Troubleshoot customer issues using internal tools and documentation and escalate to Engineering or Partnerships teams for resolution.
• Collaborate on projects with other TSEs to improve processes.
• Contribute to tooling, documentation and process improvements.
• Assist GTM teams with customer escalations.
• Collaborate with EPD teams on issue resolution.

Conocimientos

Customer-facing

REST APIs

SQL

HTML/CSS/JS

Zendesk/Jira

Mode (data viz)

Technical projects

Communication

Time management

Self-starter

Herramientas

Zendesk

Jira

Mode

Descripción del empleo

Plaid is seeking Technical Support Engineers to help customers resolve complex issues, work with engineering teams, and balance needs of customers and internal stakeholders. Candidates must be in the Pacific Time Zone and available during PT business hours.

You will handle tickets, troubleshoot issues with internal tools, and collaborate across product, engineering, and GTM teams to reach outcomes that improve the customer experience.