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PlaidPlaidNew York, NY

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.

74k – 110k
Hybrid2+ YOESupport Engineering

About the role

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 APIsSQLCSSHTMLJavaScriptPythonZendeskJiraMode

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