Technical Support Engineer (Fintech)

Technical Support Engineer

Company

Plaid Inc.

Conditions

5 days ago

Skills

Candidate Availability

Required and preferred rules are kept separate and reflect the wording in the original posting.

About the Role

You will manage customer issues from their first symptom through resolution while communicating with customers and internal stakeholders. You will respond to Zendesk tickets, troubleshoot issues with internal tools and documentation, escalate complex problems, support customer escalations, contribute to process improvements and collaborate on issue resolution.

Requirements

• 2+ years of experience in a customer facing role
• 6+ months of experience with REST APIs SQL CSS HTML and JavaScript or Python
• Knowledge of ticketing systems such as Zendesk or Linear
• Knowledge of data visualization tools such as Databricks
• Preferred 6+ months supporting technical projects or process improvement
• Strong written and verbal communication
• Ability to work independently and manage multiple priorities
• Interest in financial services and technical support

Responsibilities

• Interface with customers through Zendesk tickets
• Troubleshoot customer issues using internal tools and documentation
• Escalate issues to Engineering or Partnership teams
• Respond to more than 10 customer tickets per day while meeting quality standards
• Contribute to tooling documentation and process improvement projects
• Assist go to market teams with customer escalations
• Collaborate with EPD teams on issue resolution

Benefits

• Equity
• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)

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