Technical Support Engineer

Plaid
New York
Workplace: HybridFull timeUSD 73,872 - 110,000 annuallyFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Customer-centricity","Collaboration","Communication","Problem-solving","Time management"]

Manage customer issues end-to-end, starting from first symptoms through resolution, while partnering with Engineering and internal teams. Tackle 10–12 Zendesk tickets daily by troubleshooting using internal tools and documentation, escalating complex cases as needed. Collaborate with other TSEs on process and tooling improvements, support GTM escalations, and work cross-functionally to ensure Plaid’s products operate reliably for developers and the financial ecosystem.

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Plaid
Plaid
1 month ago

Technical Support Engineer

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Last checked: 11 hours agoStatus: Live

Job Summary

Manage customer issues end-to-end, starting from first symptoms through resolution, while partnering with Engineering and internal teams. Tackle 10–12 Zendesk tickets daily by troubleshooting using internal tools and documentation, escalating complex cases as needed. Collaborate with other TSEs on process and tooling improvements, support GTM escalations, and work cross-functionally to ensure Plaid’s products operate reliably for developers and the financial ecosystem.
Location: New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Respond to 10–12 customer tickets per day via Zendesk while meeting quality standards.
  • •Troubleshoot customer issues using internal tools and documentation, escalating to Engineering or Partnership teams when needed.
  • •Work with other Technical Support Engineers on projects to improve internal and external processes.
  • •Contribute to brainstorming and execution of tooling, documentation, and process improvements.
  • •Assist GTM teams with customer escalations and collaborate with EPD teams on issue resolution.

Pay and Benefits

Salary: USD 73,872 - 110,000 annually
Perks:MedicalDentalVision401k

Key Requirements

  • •2+ years of experience in a customer-facing role.
  • •6+ months 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 supporting technical projects and/or process improvement.
  • •Strong written and verbal communication, self-starter mindset, and ability to manage multiple priorities.
Experience:2+ years
Skills:Customer-centricityCollaborationCommunicationProblem-solvingTime management
Tech Stack:ZendeskJiraModeREST APIsSQLCSSHTMLJavaScriptPython

Company Brief

Plaid
Provides APIs that enable applications to connect with users’ bank accounts, verify financial data, and power payment and account verification workflows for fintechs and financial services companies.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2013
WebsiteLinkedIn