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Plaid is seeking a Technical Support Engineer to join its customer support team in San Francisco. The role is central to Plaid's mission of empowering financial transformation by ensuring that thousands of developers and millions of end users can reliably connect their financial accounts through Plaid's network, which covers 12,000 financial institutions across the US, Canada, UK, and Europe.
In this position, you will manage customer issues from initial symptom through resolution, serving as the bridge between customers and Plaid's internal teams. You will handle 10-12 customer support tickets daily via Zendesk, troubleshoot integration issues using internal tools and documentation, and escalate complex problems to Engineering or Partnership teams as needed. Beyond reactive support, you will collaborate with colleagues on process improvements, contribute to documentation and tooling projects, and assist Go-to-Market teams with customer escalations.
Successful candidates are empathetic, collaborative, technically minded, and deeply customer-centric. You will work closely with Plaid's Product, Engineering, and Financial Access teams, and the role maintains a high technical bar to ensure effective cross-functional communication. The Support team sets aggressive goals aligned with customer expectations and works to continuously improve internal and external processes.
This is an in-office role requiring presence in the Pacific Time Zone (PST/PDT) to align with customer needs and team collaboration.
QUALIFICATIONS:
- 2+ years of experience in a customer-facing role
- 6+ months of hands-on experience with REST APIs, SQL, CSS, HTML, and at least one coding language (JavaScript or Python)
- Knowledge of ticketing systems (e.g., Zendesk, Jira) and data visualization tools (e.g., Mode)
- Preferred: 6+ months supporting technical projects and/or driving process improvements
- Genuine interest and passion for customer support
- Strong written and verbal communication skills
- Self-starter mentality with ability to work independently
- Effective time management and ability to balance multiple priorities
- Must be based in the Pacific Time Zone (PST/PDT)
