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Technical Support Engineer

| Greater NYC Area
At Plaid, we build products being used to enable thousands of developers to build the next generation of financial services applications. Plaid Support ensures these applications can help consumers live their best financial lives by ensuring our products continue to operate as expected. We investigate the root cause of product issues, we quantify their scope and impact and when we can’t fix them ourselves, we work with our Growth and Engineering teams to reach a solution.
NY Technical Support Engineers (TSEs) manage issues from their first symptom to their eventual resolution, communicating with our customers and internal stakeholders throughout the process, with a focus on supporting our investments and liabilities products. People who succeed in this role tend to be empathetic, collaborative, and technically minded. They have an interest in learning more about financial services, and are excited to help customers resolve complex issues that require an understanding of investments and liabilities data. TSEs become embedded within engineering teams at Plaid, and we have a high technical bar to ensure that we all speak the same language. Support has aggressive goals, and we work on interesting, cross-functional projects in order to achieve them.
What you'll do...

Investigate bugs

  • Identify an issue’s root cause
  • Describe an issue’s symptoms
  • Quantify an issue’s scope and severity

Help developers use our products

  • Customer-first attitude with a strong sense of empathy
  • Familiarity with modern web services and APIs
  • Analytical and data oriented approach to problem-solving
  • Impeccable written communication skills

Lead projects

  • Work with other TSEs and colleagues from other functions to help Support reach its goals
  • Improve Support’s tools and public-facing resources to keep us a nimble, scalable team

What excites us...

  • Experience reading or writing code in a few different languages, or deep familiarity with one
  • Familiarity with modern web services and APIs
  • An affinity for learning new languages and technologies
  • A thoughtful and friendly communication style
  • The ability to work with a high degree of autonomy
  • Previous experience working with financial data, or an interest to learn

Please note: reference checks will be carried out.
We are an equal opportunity employer and value diversity at our company. We encourage all applicants, regardless of race, religion or belief (if any), colour, nationality, ethnic or national origin, gender, gender identity, pregnancy and maternity, sexual orientation, age, marital and civil partnership status, or disability status.

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