At a Glance
- Tasks: Lead technical support for customers, troubleshoot issues, and enhance onboarding processes.
- Company: Plaid empowers financial interactions, partnering with major companies to improve financial health.
- Benefits: Enjoy a full-time role with opportunities for remote work and diverse team culture.
- Why this job: Join a mission-driven company focused on financial equity and innovative tech solutions.
- Qualifications: 3+ years in technical support, strong API knowledge, and excellent communication skills required.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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We believe that the way people interact with their finances will drastically improve in the next few years. Weâre 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. Plaidâs 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, Washington D.C., London and Amsterdam.
The European Client Services team at Plaid is a combination of Account Management, Client Engineering, and Technical Support. The team is responsible for collaborating with our Europe teams and customers to grow our âNorth Start Metricâ, Annual Recurring Revenue (ARR). This is a key role to âownâ the Support ARR and P/L within that team.
In this role, youâll provide technical support and scaled implementation guidance to Plaidâs Start-up, Mid-Market and Enterprise customers. Youâll respond to customer tickets via Zendesk, troubleshoot API and platform issues, and escalate complex cases with clear documentation. Youâll also maintain detailed case records, contribute to internal knowledge sharing, and help drive scalable support solutions through automation and process improvements.
At the same time, youâll act as the primary technical contact during onboarding, supporting multiple customers in parallel. Youâll work closely with Account Managers and technical stakeholders to ensure smooth integrations, troubleshoot implementation issues, and share feedback with Product and Engineering to continuously improve the customer experience.
Responsibilities
- Act as primary regional point of contact for all Customers via support channels.
- Working with Global Support teams to localize Plaid support packages in Europe.
- Act as the primary technical point of contact for Scaled customers during implementation.
- Implement and refine workflows that improve customer onboarding while reducing internal support overhead.
- Working with EPD to identify improvements in documentation, product, and processes for better customer support and SLAs.
Qualifications
- 3+ years of experience in a technical implementation, technical support, or customer-facing technical role.
- Strong understanding of APIs and integration workflows, including authentication, troubleshooting, and optimization.
- Proven ability to manage multiple customer implementations and technical support cases in parallel.
- Strong communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
- Experience working cross-functionally with Account Management, Product, and Engineering teams.
- Ability to analyze support trends and drive process improvements for better efficiency and scalability.
- Experience using customer support tools like Zendesk and maintaining technical documentation.
- Knowledge of optimizing and scaling both support and implementation through process automations and other relevant strategies.
- Experience conducting technical training sessions or writing external-facing technical documentation.
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 .
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Information Technology
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Industries
Software Development, Technology, Information and Internet, and Financial Services
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Technical Support Lead employer: Plaid
Contact Detail:
Plaid Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Technical Support Lead
â¨Tip Number 1
Familiarise yourself with Plaid's products and services. Understanding how their API works and the common issues customers face will help you demonstrate your technical knowledge during interviews.
â¨Tip Number 2
Brush up on your communication skills, especially in explaining technical concepts to non-technical audiences. This is crucial for a Technical Support Lead role, as you'll need to bridge the gap between technical teams and customers.
â¨Tip Number 3
Network with current or former employees of Plaid on platforms like LinkedIn. They can provide insights into the company culture and the specific challenges faced in the Technical Support team, which can be invaluable during your interview.
â¨Tip Number 4
Prepare examples of how you've successfully managed multiple customer implementations or support cases in the past. Being able to share specific experiences will showcase your ability to handle the responsibilities of the role effectively.
We think you need these skills to ace Technical Support Lead
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV highlights relevant experience in technical support and implementation. Focus on your understanding of APIs, integration workflows, and any customer-facing roles you've held.
Craft a Compelling Cover Letter: In your cover letter, express your passion for financial technology and how your skills align with Plaid's mission. Mention specific experiences that demonstrate your ability to manage multiple customer implementations and troubleshoot technical issues.
Showcase Communication Skills: Since strong communication is key for this role, provide examples in your application that illustrate your ability to explain technical concepts to both technical and non-technical audiences.
Highlight Process Improvement Experience: Discuss any past experiences where you identified support trends or implemented process improvements. This will show your capability to drive efficiency and scalability, which is crucial for the Technical Support Lead role.
How to prepare for a job interview at Plaid
â¨Understand the Role
Make sure you thoroughly understand the responsibilities of a Technical Support Lead. Familiarise yourself with Plaid's products and services, especially how they relate to APIs and customer support. This will help you answer questions confidently and demonstrate your knowledge.
â¨Showcase Your Technical Skills
Be prepared to discuss your experience with APIs, troubleshooting, and technical documentation. Highlight specific examples from your past roles where you've successfully managed technical support cases or implemented solutions that improved customer experiences.
â¨Communicate Clearly
Since you'll be explaining technical concepts to both technical and non-technical audiences, practice articulating complex ideas in simple terms. Use examples to illustrate your points and ensure that your communication style is clear and engaging.
â¨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle multiple customer implementations. Think of past experiences where you had to troubleshoot issues under pressure and be ready to share those stories.