Product Support

Technical Support Manager

New York | Full-time

We support the next generation of financial services by investigating, escalating, and fixing the issues affecting our customers and our consumers.

 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, Salt Lake City, Washington D.C., London and Amsterdam. #LI-Remote

Plaid’s products enable thousands of developers to build the next generation of financial services applications. When those developers need help, they turn to the Plaid Support team. Our goal is to help customers quickly and compassionately; keeping their applications running and their end-users happy.

The Technical Support Manager leads a team of Technical Support Engineers (TSEs), guiding their development and supporting them in their day-to-day work. The manager’s primary responsibilities are to enable the team to respond quickly to customer reported issues, while helping TSEs grow in their career. Technical Support Managers work alongside their teams, interacting directly with customers, as well as with cross-functional teams to support and improve Plaid’s products and services. Success in the role is reflected in the success of the team; high quality output, satisfied customers and satisfied employees. 

We’re guided by our principles including impact, growing together, embracing openness and positivity, and inventing tomorrow. We’re looking for leaders who are motivated by those same principles. 

What you'll do

  • Work cross-functionally with Goal-Based Teams (GBTs), Engineering, Product, Support Management and others to continually iterate on team process, function, communication, collaboration, and quality.
  • Participate and iterate on recruiting, onboarding, and enabling the team through continuing education.
  • Coach and develop a team of TSEs; provide feedback, empower team members to “make it better” and support their career growth.
  • Identify areas of improvement to increase Support efficiency and effectiveness.

What excites us

  • 3+ years of technical support management experience
  • Experience reading and writing code
  • Customer-first attitude with a strong sense of empathy
  • Analytical and data-oriented approach to problem solving                                         
  • Passion for problem-solving from both technical and personal perspectives
  • Familiarity with modern web services and APIs
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
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