Description
We believe that the way people interact with their finances will drastically improve in the next few years. We're dedicated to empowering this transformation by building the tools and experiences that thousands of developers use to create their own products.
Plaid Support ensures our customers' applications can help their consumers live their best financial lives by ensuring our products continue to operate as expected. As a Technical Support Engineer, you will manage issues from their first symptom to their eventual resolution, communicating with our customers and internal stakeholders throughout the process.
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 Pacific Time Zone (PST/PDT).
Plaid is proud to be an equal opportunity employer and values diversity at our company. We do not discriminate based on race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or other applicable legally protected characteristics.