技术支持工程师
Technical Support Engineer
我们相信，人们与财务的互动方式将在未来几年大幅改善。我们致力于通过构建数千名开发者用来创建自己产品的工具和体验，推动这一变革。Plaid 为数以百万计的人提供他们依赖的工具，帮助他们过上更健康的财务生活。我们与 Venmo、SoFi、多家财富 500 强公司以及许多大型银行合作，让人们能够轻松地将财务账户连接到他们想要使用的应用和服务。Plaid 的网络覆盖美国、加拿大、英国和欧洲的 12,000 家金融机构。公司成立于 2013 年，总部位于旧金山，在纽约、西雅图、华盛顿特区、罗利、伦敦和阿姆斯特丹设有办事处。
Plaid 支持团队确保我们的客户应用程序能够帮助他们的用户过上更好的财务生活，通过确保我们的产品持续按预期运行。我们调查集成问题的根本原因，量化其范围和影响，当我们无法自行解决时，我们会与增长和工程团队合作找到解决方案。
随着我们不断成长，我们正在寻找技术支持工程师（TSE）加入团队，帮助我们在满足客户、用户和内部利益相关者需求的同时，处理关键的技术问题。在这个职位中，你将从问题的最初症状开始管理到最终解决，并在整个过程中与我们的客户和内部利益相关者沟通。在这个职位上取得成功的人通常富有同理心、善于协作、技术导向，并且最重要的是——以客户为中心。他们对了解金融服务感兴趣，并热衷于帮助客户解决复杂的问题。TSE 与 Plaid 的产品和工程团队紧密合作，我们有很高的技术标准，以确保我们都能使用相同的语言。我们的支持团队设定了具有挑战性的目标，以满足客户期望的标准，我们与工程、产品、金融接入和市场推广团队跨职能合作以实现这些目标。此职位要求候选人位于太平洋时区（PST/PDT），以便与客户需求和团队协作保持一致
职责
- 每天通过 Zendesk 回复 10-12 个客户工单，符合质量标准
- 使用内部工具和文档排查客户问题，并在必要时升级给工程团队
查看英文原文
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.
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 Growth and Engineering 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 work closely with Plaid’s product and engineering teams, 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. This role requires candidates to be based in the Pacific Time Zone (PST/PDT) to align with customer needs and team collaboration
Responsibilities
- Respond to 10-12 customer tickets per day via Zendesk, meeting quality standards
- 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
- 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, 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
- 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
- Based in the Pacific Time Zone (PST/PDT).
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 accommodations@plaid.com.
Please review our Candidate Privacy Notice here https://plaid.com/legal/#candidate-privacy-notice.
Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Plaid provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.