Europe Arbeitnow ·
full-timeIngeniero de Soporte Técnico
Plaid · London Office
Plaid es una plataforma fintech que ofrece APIs que permiten a los desarrolladores conectar cuentas financieras de usuarios a aplicaciones y servicios. La oficina de Londres respalda una red global de bancos y productos fintech utilizados por compañías como Venmo y SoFi. Como Ingeniero de Soporte Técnico, serás el primer punto de contacto para los clientes que reporten problemas de integración, gestionando tickets en Zendesk, reproduciendo los problemas y utilizando herramientas internas para diagnosticar fallos en APIs REST, consultas SQL y código front‑end. Cuando un problema supere tu alcance, coordinarás con los equipos de ingeniería, producto y go‑to‑market para impulsar la resolución, manteniendo al cliente informado durante todo el proceso. El puesto también implica contribuir a mejoras de procesos internos, documentación y proyectos de herramientas junto a otros ingenieros de soporte. El cargo es adecuado para candidatos con al menos dos años de experiencia de cara al cliente, exposición práctica a APIs REST, SQL y a un lenguaje de programación como JavaScript o Python, y con sólidas habilidades de comunicación escrita y verbal. Se requiere una actitud empática, proactiva y la capacidad de gestionar múltiples tickets diariamente para tener éxito.
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 powers the tools millions of people rely on to live a healthier financial life. We work with thousands of companies like Venmo, SoFi, several of the Fortune 500, and many of the largest banks to make it easy for people to connect their financial accounts to the apps and services they want to use. Plaid’s network covers 12,000 financial institutions across the US, Canada, UK and Europe. Founded in 2013, the company is headquartered in San Francisco with offices in New York, Seattle, Washington D.C., Raleigh, London, and Amsterdam. The Customer Support Team helps customers improve their experience using Plaid Products through collaborative issue resolution. We are: Customer-obsessed Problem Solvers Technically Savvy Collaborative Today, Plaid Support ensures our customers' applications can help their consumers live their best financial lives by ensuring our products continue to operate as expected. We investigate the root cause of integration issues, quantify their scope and impact, and when we can’t fix them ourselves, we work with our Go-to-Market, Engineering, and Product teams to reach a solution. As we continue to grow, we’re looking for Technical Support Engineers (TSEs) to join the team to help us balance the needs of customers, users and internal stakeholders, while navigating critical technical issues. In this role, you will manage issues from their first symptom to their eventual resolution, communicating with our customers and internal stakeholders throughout the process. People who succeed in this role tend to be empathetic, collaborative, technically minded, and most importantly - customer-centric. They have an interest in learning more about financial services, and are excited to help customers resolve complex issues. TSEs become embedded within engineering teams at Plaid, and we have a high technical bar to ensure that we all speak the same language. Our Support team sets aggressive goals to meet the standards our customers expect, and we collaborate cross-functionally with our Engineering, Product, Financial Access, and Go-to-Market teams in order to achieve these goals. Responsibilities: Interface with customers via Zendesk tickets 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 Respond to 10+ customer tickets per day, meeting quality standards 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, Linear), and data visualizations (e.g. Databricks) 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 Our mission at Plaid is to unlock financial freedom for everyone. To support that mission, we seek to build a diverse team of driven individuals who care deeply about making the financial ecosystem more equitable. We recognize that strong qualifications can come from both prior work experiences and lived experiences. We encourage you to apply to a role even if your experience doesn't fully match the job description. We are always looking for team members that will bring something unique to Plaid! 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. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local laws. Plaid is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance with your application or interviews due to a disability, please let us know at ----- style="min-height:1.5em"> Please review our Candidate Privacy Notice here . Additional compensation in the form(s) of equity and/or
| Role | Technical Support Engineer |
|---|---|
| Company | Plaid |
| Location | London Office |
| Type | full-time |
| Compensation | Not disclosed |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
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