Business Case Technical Support
Fullsteam
LinuxSQL
Salary
💰 $73,872 - $122,400 per year
Job Level
JuniorMid-Level
Tech Stack
GoJavaScriptPythonSQL
About the role
- Plaid Support ensures customers' applications operate as expected by investigating integration issues and quantifying scope/impact
- Manage issues from first symptom to resolution, communicating with customers and internal stakeholders throughout the process
- 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 TSEs to improve internal and external processes, tooling, and documentation
- Assist GTM teams with customer escalations and collaborate with EPD teams on issue resolution
Requirements
- 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 PT time zones
