Technical Support Lead, Plaid
3+ days a week in office
Infrastructure and APIs for FinTech
Open for applications
Infrastructure and APIs for FinTech
1001+ employees
Open for applications
3+ days a week in office
1001+ employees
Company mission
Plaid's mission is to unlock financial freedom for everyone.
Role
Who you are
- 3+ years of experience in a technical implementation, technical support, or customer-facing technical role
- Strong understanding of APIs and integration workflows, including authentication, troubleshooting, and optimization
- Proven ability to manage multiple customer implementations and technical support cases in parallel
- Strong communication skills, with the ability to explain technical concepts to both technical and non-technical audiences
- Experience working cross-functionally with Account Management, Product, and Engineering teams
- Ability to analyze support trends and drive process improvements for better efficiency and scalability
- Experience using customer support tools like Zendesk and maintaining technical documentation
- Knowledge of optimizing and scaling both support and implementation through process automations and other relevant strategies
- Experience conducting technical training sessions or writing external-facing technical documentation
What the job involves
- The European Client Services team at Plaid is a combination of Account Management, Client Engineering, and Technical Support
- The team is responsible for collaborating with our Europe teams and customers to grow our “North Start Metric”, Annual Recurring Revenue (ARR)
- This is a key role to ‘own’ the Support ARR and P/L within that team
- In this role, you’ll provide technical support and scaled implementation guidance to Plaid’s startup and mid-market customers
- You’ll respond to customer tickets via Zendesk, troubleshoot API and platform issues, and escalate complex cases with clear documentation
- You’ll also maintain detailed case records, contribute to internal knowledge sharing, and help drive scalable support solutions through automation and process improvements
- At the same time, you’ll act as the primary technical contact during onboarding, supporting multiple customers in parallel
- You’ll work closely with Account Managers and technical stakeholders to ensure smooth integrations, troubleshoot implementation issues, and share feedback with Product and Engineering to continuously improve the customer experience
- Act as the primary technical point of contact for Scaled customers during implementation
- Act as primary regional point of contact for all Customers via support channels
- Working with Global Support teams to localize Plaid support packages in Europe
- Implement and refine workflows that improve customer onboarding while reducing internal support overhead
- Working with EPD to identify improvements in documentation, product, and processes for better customer support and SLAs
Salary benchmarks
Our take
Plaid builds infrastructure that allows a consumer to interact with their bank account on the web through a number of third-party applications, like Venmo, Robinhood, Coinbase, Acorns and LendingClub.
Plaid has integrated with 12,000 financial institutions in the US, Canada, the UK and Europe. About a quarter of people living in North America with bank accounts have linked with Plaid through at least one of the hundreds of apps that leverage Plaid’s application program interfaces (APIs). The platform allows companies to create financial services applications without having to hire their own team of engineers to build out a tool that connects apps to its users’ bank accounts.
This is very valuable in a world where there are increasing number of fintechs, so the demand for Plaid's services are only going to grow. Despite its strong position, it has not been immune to the difficult global economic situtation and was forced to restructure at the end of 2022, laying off some of its workforce. However it is still experiencing growth and is well-positioned to weather the current economic uncertainty.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Apr 2025
$575m
LATE VC
Apr 2021
$425m
SERIES D
Total funding: $1.3bn
Company benefits
- Monthly wellness stipend (gym on us)
- We offer breakfast, lunch, and dinner to keep you well-fed and healthy (when working from the office)
- From medical, life, dental and pension schemes, we’re here to support your physical, mental, and financial wellbeing
- We want everyone to feel ownership over their work - literally, which is why we offer equity to full-time Plaids
- Every Plaid is in control of their career development with our learning stipends, tools, and trainings
- We give Plaids the freedom and flexibility to choose where they work - whether that is in a Plaid office, at home in any supported location, or a mix of both!
- Two weeks of synchronous, company-wide vacation
Company HQ
SoMa, San Francisco, CA
Leadership
Zach Perret
(CEO)He was a Consultant at Bain and previously a Research Fellow and Trustee at Duke before co-founding Plaid
William Hockey
(Board Director)He was previously an associate at Bain and has since moved on from Plaid to become Co-CEO at Column
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