At a Glance
- Tasks: Help customers resolve complex technical issues and ensure smooth financial app integrations.
- Company: Join Plaid, a leading tech company transforming financial interactions.
- Benefits: Competitive salary, equity options, comprehensive health benefits, and flexible work arrangements.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact on financial freedom while collaborating with innovative teams.
- Qualifications: Empathy, technical skills, and a passion for learning about financial services.
The predicted salary is between 40000 - 50000 £ per year.
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.
Our goal is to give people more control over their finances and unlock financial freedom for everyone. As part of achieving this mission, we’re dedicated to providing best-in-class support experiences to our partners in the FinTech ecosystem, unblocking customers in actualising what financial access and freedom looks like for their consumers.
Today, 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.
What excites us…
- Empathic focus for both our customers and their end-users, and understanding of their needs and motivations.
- Familiarity with APIs, modern web services, and languages (JSON responses, http requests, Typescript, SQL queries)
- Strong interest in learning Plaid products and integrations with the ability to be resourceful through documentation and historical tickets
- Data-driven approach to problem solving
- Bringing clarity and simplicity to ambiguous situations involving complex tradeoffs
- Experience reading or writing code, in a few different languages, or deep familiarity with one
- A thoughtful and friendly communication style
- The ability to work with a high degree of autonomy
- Previous experience working with financial data, or an interest to learn
What excites you...
- Building trust with customers by helping unblock their consumers on integration issues
- Collaborating with cross-functional stakeholders including Engineering, GTM, and Product to support great consumer products and experiences.
- Being a subject matter expert and customer advocate to build awareness within the organization
- Learning new programming languages and technologies (Typescript, SQL)
- Sharing best practices and creating documentation to help the team improve together
- Ability to make an impact on Support and Plaid
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.
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.
Technical Support Engineer in London employer: Plaid
Plaid is an exceptional employer that fosters a culture of innovation and collaboration, empowering employees to drive meaningful change in the financial landscape. With a strong commitment to diversity and inclusion, employees benefit from comprehensive health plans, equity opportunities, and a supportive environment that encourages professional growth and development. Located in vibrant cities like London and Amsterdam, Plaid offers a dynamic work atmosphere where you can thrive while making a significant impact on the future of finance.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Plaid. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Plaid before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Engineer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Plaid:Your cover letter is your chance to shine! Tell us why you want to work at Plaid specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Plaid!
How to prepare for a job interview at Plaid
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
