At Plaid, the Technical Support Engineer plays a pivotal role in empowering developers and businesses to build innovative financial applications using our cutting-edge APIs. This position is crucial for maintaining our reputation as a leader in financial technology, directly impacting customer success and retention by delivering swift, accurate solutions to technical challenges. You'll contribute to Plaid's mission of making financial data accessible, helping millions of users connect their bank accounts securely and efficiently across the United States. Your day-to-day will involve triaging incoming support tickets from developers via email, chat, and phone, prioritizing based on urgency and impact. You'll diagnose issues related to API integrations, authentication flows, and data retrieval, using tools like Zendesk, Jira, and internal dashboards to log and track resolutions. Weekly, collaborate with engineering teams to escalate bugs, reproduce issues in staging environments, and validate fixes before deployment. Monthly, analyze support metrics such as resolution time, customer satisfaction scores (CSAT), and ticket volume to identify trends and propose improvements. Expect to handle high-volume inquiries, mentor junior support staff, and contribute to knowledge base articles with step-by-step guides. You'll partner closely with product managers, developers, and sales teams to ensure smooth onboarding and proactive issue prevention, delivering measurable outcomes like reducing average resolution time by 20%. Candidates need a Bachelor's degree in Computer Science, Information Technology, or a related field, with at least 2-4 years of experience in technical support or customer-facing engineering roles. Proficiency in programming languages like Python, JavaScript, or Ruby is essential, along with hands-on experience with RESTful APIs, OAuth, webhooks, and financial data protocols. Familiarity with cloud platforms such as AWS or GCP, and tools like Postman for API testing, is required. Strong domain knowledge in fintech, banking integrations, or payment systems is highly valued, complemented by certifications like CompTIA A+ or ITIL Foundation. Technical expertise must include scripting for automation, database querying with SQL, and monitoring tools like Datadog or New Relic. Soft skills such as exceptional problem-solving, clear written and verbal communication, empathy under pressure, and the ability to explain complex concepts simply are vital. You'll thrive with a customer-obsessed mindset, analytical thinking to root-cause issues, and collaborative spirit to work across distributed teams in a dynamic environment. Plaid is a trailblazing fintech company revolutionizing how developers access consumer-permissioned financial data, serving giants like Venmo, Acorns, and Betterment. Our mission is to unlock financial freedom for everyone through open finance. We foster an inclusive culture emphasizing innovation, transparency, and work-life balance, with collaborative teams structured around engineering, product, and support pods. Remote-friendly with optional San Francisco office access, Plaid stands out with its flat hierarchy, rapid growth, and commitment to diversity. We offer competitive compensation with salary not specified, tailored to experience, plus equity in a high-growth company and performance bonuses. Comprehensive benefits include medical, dental, and vision insurance, 401(k) matching, generous PTO starting at 20 days, paid family leave, and wellness stipends. Enjoy perks like home office setups, learning budgets for conferences, and flexible hours to support work-life harmony. Advance your career through mentorship programs, internal promotions to senior engineer or team lead roles, and access to training in emerging fintech tech. Plaid supports certifications and hackathons for skill-building. To apply, visit our careers page and submit your resume—join us in shaping the future of finance today.