Technical Support Engineer

We believe the way people interact with their finances will drastically improve in the next few years. We're dedicated to empowering this transformation by building the tools and infrastructure developers need to create their own products. Plaid powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo and SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid's network covers 11,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Salt Lake City, Washington D.C., London and Amsterdam.

Plaid's products are being used to enable thousands of developers to build the next generation of financial services applications. When those developers have problems, they turn to the Plaid Support team. Our goal is to help our developers, as quickly and compassionately as possible, keep their applications running and their end-users happy. We quantify the scope and impact of these problems, we identify their causes, and when we can't fix them ourselves, we work with our Growth and Engineering teams to reach a solution.

Technical Support Engineers (TSEs) manage issues from their first symptom to their eventual resolution, communicating with our customers and internal stakeholders throughout the process. People who succeed in this role tend to be empathetic, collaborative, and technically minded. TSEs are embedded within engineering teams at Plaid, and we have a high technical bar to ensure that we all speak the same language. Support has aggressive goals, and we work on interesting, cross-functional projects in order to achieve them. We are a globally distributed, remote-friendly team - whether you're applying to one of our office-based or remote roles, you can expect to consistently collaborate with folks in different locations and timezones.

What you'll do...

Investigate bugs

• Identify an issue's root cause
• Describe an issue's symptoms
• Quantify an issue's scope and severity

Help developers use our products

• Answer questions about Plaid best-practices, including how to handle error codes and webhooks
• Fix issues with Plaid resources, such as trouble with an SDK or with the Plaid Dashboard
• Act as a Subject Matter Expert (SME) for Support by being embedded within engineering teams.

Lead projects

• Work with other TSEs and colleagues from other functions to help Support reach its goals
• Improve Support's tools and public-facing resources to keep us a nimble, scalable team
• What excites us...
• Experience reading or writing code in a few different languages, or deep familiarity with one
• Familiarity with modern web services and APIs
• An affinity for learning new languages and technologies
• A thoughtful and friendly communication style
• The ability to work with a high degree of autonomy
• Plaid is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws. Plaid is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance with your application or interviews due to a disability, please let us know at accommodations@plaid.com.
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