Technical Support Lead
Job Summary
Job Description
We are seeking a Technical Support Lead to join our European Client Services team. This role is responsible for driving Annual Recurring Revenue (ARR) within the support function for Europe. You will provide technical support and scaled implementation guidance to Plaid's startup, mid-market, and enterprise customers. Responsibilities include responding to customer tickets via Zendesk, troubleshooting API and platform issues, escalating complex cases with clear documentation, and maintaining detailed case records. You will also contribute to internal knowledge sharing and drive scalable support solutions through automation and process improvements. Additionally, you will act as the primary technical contact during onboarding, supporting multiple customers concurrently and collaborating with Account Managers and technical stakeholders to ensure smooth integrations.
Must have:
- 3+ years in technical implementation, support, or customer-facing technical role
- Strong understanding of APIs and integration workflows
- Proven ability to manage multiple customer implementations
- Strong communication skills for 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
- Experience using customer support tools like Zendesk
- Experience writing external-facing technical documentation
Good to have:
- Experience with process automations for support and implementation scaling
- Conducting technical training sessions
4 skills required
Job Details
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, 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 “North Start Metric”, Annual Recurring Revenue (ARR). This is a key role to ‘own’ the Support ARR and P/L within that team.
In this role, you’ll provide technical support and scaled implementation guidance to Plaid’s Start-up, Mid-Market and Enterprise customers. You’ll respond to customer tickets via Zendesk, troubleshoot API and platform issues, and escalate complex cases with clear documentation. You’ll 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, you’ll act as the primary technical contact during onboarding, supporting multiple customers in parallel. You’ll 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.
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