Technical Support Engineer, Plaid
$87.5-110.2k
Infrastructure and APIs for FinTech
Job no longer available
Infrastructure and APIs for FinTech
1001+ employees
Job no longer available
$87.5-110.2k
1001+ employees
Company mission
Plaid's mission is to unlock financial freedom for everyone.
Role
Who you are
- 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, Jira), and data visualizations (e.g. Mode)
- Preferred: 6+ months of experience supporting technical projects and/or process improvement
- 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
- People who succeed in this role tend to be empathetic, collaborative, technically minded, and most importantly - customer-centric
- They have an interest in learning more about financial services, and are excited to help customers resolve complex issues
What the job involves
- Plaid Support ensures our customers' applications can help their consumers live their best financial lives by ensuring our products continue to operate as expected. We investigate the root cause of integration issues, quantify their scope and impact, and when we can’t fix them ourselves, we work with our Growth and Engineering teams to reach a solution
- As we continue to grow, we’re looking for Technical Support Engineers (TSEs) to join the team to help us balance the needs of customers, users and internal stakeholders, while navigating critical technical issues
- In this role, you will manage issues from their first symptom to their eventual resolution, communicating with our customers and internal stakeholders throughout the process
- Respond to 10-12 customer tickets per day via Zendesk, meeting quality standards
- Troubleshoot customer issues using internal tools and documentation and escalate to Engineering or Partnership teams for resolution
- Work on projects with other TSE’s to improve internal and external processes
- Contribute to brainstorming and project execution (tooling, documentation, process improvements)
- Assist GTM teams with customer escalations
- Collaborate with EPD teams on issue resolution
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 5 rounds)
Apr 2021
$425m
SERIES D
Dec 2018
$250m
SERIES C
Total funding: $734.3m
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
- We want to make sure you have time to meet your personal needs with unlimited PTO
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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