Technical Support Engineer

The role

Technical Support Engineers manage issues from first symptom to resolution. They investigate root causes of integration issues and collaborate with Engineering, Product, and Go-to-Market teams.

What you will do

• Interface with customers via Zendesk tickets
• Troubleshoot customer issues using internal tools and documentation
• Escalate issues to Engineering or Partnership teams
• Work on projects with other TSEs to improve processes
• Respond to 10+ customer tickets per day
• Contribute to brainstorming and project execution
• Assist GTM teams with customer escalations
• Collaborate with EPD teams on issue resolution

Required 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, Linear)
• Knowledge of data visualizations (e.g. Databricks)
• 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

Nice to have

• 6+ months of experience supporting technical projects and/or process improvement

Benefits

• Medical
• Dental
• Vision
• 401(k)

About the company

Plaid builds tools and experiences that developers use to create products. The company's network covers 12,000 financial institutions across the US, Canada, UK and Europe.