Technical Support Engineer
Technical Support Engineer investigating and resolving customer integration issues for Plaid's financial API platform. Requires 2+ years customer-facing experience plus hands-on knowledge of REST APIs, SQL, HTML/CSS and a scripting language.
About the job
Responsibilities
- 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
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, 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
- Based in the Eastern Time Zone (EST/EDT) or Pacific Time Zone (PST/PDT)
Skills
REST APIs, SQL, CSS, HTML, JavaScript, Python, Zendesk, Jira, Mode
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