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Integrations Support Engineer
Remote | Full-time
We support the next generation of financial services by investigating, escalating, and fixing the issues affecting our customers and our consumers.
Remote
Full-time
Product Support
We believe 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 infrastructure developers need 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 and 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 11,000 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.
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. Integrations Support Engineers (ISEs) focus on improving processes and coordination between Support and Engineering, with a goal of maximizing velocity to resolve integration issues. Plaid supports 11,000+ financial institutions (FI) integrations and we prioritize JIRA escalated integration issues to deliver the fastest resolutions possible for our customers. 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 excites you
- Work cross-functionally with major stakeholders and leadership (e.g. Engineering, Product, Financial Access) to advocate for customers
- Solve escalated integrations-related issues for customers
- Execute on cross-functional projects and achieve OKRs by communicating proactively and often, creating alignment, and holding others and yourself accountable to deadlines
- Use data to ensure we’re solving the highest impact problems across the company
- Think big picture to identify and provide long-term sustainable solutions to integrations challenges
- Participate in recruiting, onboarding, and growing the ISE team
- Identify areas of improvement with the JIRA ticket cycle from the customer experience to ISE execution to minimize JIRA backlog
- Be humble and be prepared to put yourself out of your comfort zone
What excites us
- 2+ years of technical support (tier 2 or tier 3)
- Proven ability to improve process and drive efficiencies
- Customer-first attitude with a strong sense of empathy
- Familiarity with modern web services and APIs
- Analytical and data-oriented approach to problem solving
- Passion for collaboration and problem-solving from both technical and personal perspectives
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.
Kevin Hu - Data Scientist
A data scientist at Plaid since March 2017, Kevin Hu is busy pursuing his dream of building things that matter. Here, he talks math contests, cats of Instagram, and the collaborative nirvana that is “group sound.”
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