Plaid is seeking a Technical Support Engineer to join a hybrid, New York City–based team. This role centers on guiding customer issues from the initial symptom to resolution, using internal tools and cross-functional collaboration with product and engineering to drive timely fixes and ongoing improvements. The position emphasizes delivering a world-class support experience while contributing to process and tooling enhancements across the organization.

Responsibilities

Respond to 10-12 customer tickets per day via Zendesk, maintaining quality standards.
Troubleshoot customer issues using internal tools and documentation, escalating to Engineering or Partnership teams as needed.
Collaborate with other technical support engineers on projects to improve internal and external processes.
Contribute to brainstorming and project execution around tooling, documentation, and workflow improvements.
Assist GTM teams with customer escalations.
Collaborate with EPD teams on issue resolution.

Requirements

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, Jira), and data visualizations (e.g. Mode).
Preferred: 6+ months of experience supporting technical projects and/or process improvement.
Genuine interest and passion for Support, with a commitment to delivering a world-class customer experience.
Strong written and verbal communication, a self-starter mentality, and the 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, 85 Spring Street, 10th Floor, New York, New York, 10012

Employment Type

Full time

Department

All DepartmentsProduct Support

Compensation

Target Base Salary $73,872 – $110,000 • Offers Equity

Technical Support Engineer

Job Description