Technical Support Engineer

About the Role

The Technical Support team at Plaid works closely with the product and engineering teams, and there is a high technical bar to ensure that all team members speak the same language. The team sets aggressive goals to meet the standards that customers expect, and they collaborate cross-functionally with the Engineering, Product, Financial Access, and Go-to-Market teams to achieve these goals.

What You Will Do

• Manage integration issues from their first symptom to their eventual resolution, communicating with customers and internal stakeholders throughout the process
• Investigate the root cause of integration issues, quantify their scope and impact, and work with the Growth and Engineering teams to reach a solution when necessary
• Collaborate with cross-functional stakeholders, including Engineering, GTM, and Product, to support great consumer products and experiences
• Build trust with customers by helping unblock their consumers on integration issues
• Be a subject matter expert and customer advocate to build awareness within the organization
• Learn new programming languages and technologies, such as Typescript and SQL
• Share best practices and create documentation to help the team improve
• Work with a high degree of autonomy, making decisions and taking actions that align with the company's goals and values
• Participate in the development of the Support team's processes and procedures, helping to identify areas for improvement and implementing changes
• Stay up-to-date with the latest developments in the FinTech industry, applying this knowledge to improve the support experience for Plaid's customers

What We Are Looking For

• Empathic focus for both customers and their end-users, with an understanding of their needs and motivations
• Familiarity with APIs, modern web services, and languages, such as JSON responses, http requests, Typescript, and SQL queries
• Strong interest in learning Plaid products and integrations, with the ability to be resourceful through documentation and historical tickets
• Data-driven approach to problem-solving, with the ability to analyze complex issues and develop effective solutions
• Experience reading or writing code in a few different languages, or deep familiarity with one
• A thoughtful and friendly communication style, with the ability to communicate complex technical issues to both technical and non-technical stakeholders
• Ability to work with a high degree of autonomy, making decisions and taking actions that align with the company's goals and values
• Previous experience working with financial data, or an interest in learning about the financial services industry
• Strong problem-solving skills, with the ability to bring clarity and simplicity to ambiguous situations involving complex tradeoffs

Nice to Have

• Experience working in a support or engineering role in the FinTech industry
• Familiarity with Plaid's products and services, or experience working with similar technologies
• Certification in a relevant area, such as ITIL or a programming language
• Experience with project management tools and methodologies, such as Agile or Scrum
• Strong understanding of the financial services industry, including trends, challenges, and innovations

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a pioneering company in the FinTech industry
• Collaborative and dynamic work environment, with a team of experienced professionals
• Professional development opportunities, including training and certification programs
• Flexible working hours and remote work options
• Access to the latest technologies and tools, including programming languages and software development methodologies
• Recognition and reward programs, including bonuses and promotions
• Comprehensive health and wellness programs, including medical, dental, and vision insurance

• When applying for this role, make sure to highlight your technical skills and experience, particularly in areas like APIs and modern web services.
• Be prepared to provide specific examples of times when you had to communicate complex technical issues to non-technical stakeholders.
• Show your passion for the financial services industry and your interest in learning more about Plaid's products and services.
• Emphasize your ability to work with a high degree of autonomy and make decisions that align with the company's goals and values.
• Research the company's mission and values, and be prepared to discuss how they align with your own goals and motivations.
• Practice your problem-solving skills, and be prepared to walk the interviewer through your thought process when approaching a complex technical issue.
• Consider creating a portfolio or examples of your work, such as code samples or documentation, to demonstrate your technical expertise.