Technical Support Engineer

Technical Support Engineer at Plaid in New York, NY (hybrid) handles customer issues from initial symptom to resolution, troubleshoots with internal tools, and coordinates with product and engineering teams.

Responsibilities

• Respond to 10-12 customer tickets per day in Zendesk while upholding quality standards.
• Troubleshoot customer issues using internal tools and documentation, and escalate to Engineering or Partnership teams as needed.
• Collaborate on cross-team projects with other Technical Support Engineers to improve processes for customers and internal teams.
• Contribute to brainstorming sessions and drive project execution in areas such as tooling, documentation, and process improvements.
• Assist GTM teams with customer escalations as required.
• Collaborate with EPD teams on issue resolution.

Requirements

• 2+ years of experience in a customer-facing role.
• 6+ months of experience with REST APIs, SQL, CSS, HTML, and a coding language (JavaScript or Python).
• Familiarity with ticketing systems and tools (Zendesk, Jira) and data visualizations (Mode).
• Preferred: 6+ months of experience supporting technical projects and/or process improvements.
• Genuine interest and passion for support with a commitment to delivering a world-class customer experience.
• Strong written and verbal communication skills.
• Self-starter mentality and ability to work independently.
• Effective time-management and the ability to balance multiple priorities.
• Based in the Eastern Time Zone (EST/EDT) or Pacific Time Zone (PST/PDT).

Technologies

• Zendesk
• Jira
• REST APIs
• SQL
• CSS
• HTML
• Javascript
• Python
• Mode

Benefits

• Medical
• Dental
• Vision
• 401(k)

Location

• New York City Office (hybrid)
• Office address: 85 Spring Street, 10th Floor, New York, NY 10012

Employment Type

• Full-time

Location Type

• Hybrid

Department

• Product Support

Compensation

• Base salary range: $73,872 – $110,000 per year
• Offers equity