The team plays a mission-critical role in ensuring industry-leading connectivity so our customers can meet ever-expanding financial-services use cases and reach as many users as possible.
WHAT YOU'LL DO
Investigate and resolve the highest-impact integration issues by writing maintainable, tested code and deploying it to production, then monitor for regression or degradation after your changes ship.
Prioritize by customer impact. The team runs a business-value-based prioritization model that automatically scores and ranks incoming issues by their impact on Plaid's clients and users. You'll understand how that prioritization works, be able to dig in and scope an individual issue's impact more granularly when needed (which clients, users, and items are affected), and help improve the prioritization model over time.
Escalate to and work directly with Data Partners when the source of the issue is with the financial institution or platform by diagnosing, packaging a clear reproducible case, and driving the issue to resolution, oftentimes working alongside our internal Data Partner Relationships (DPR) team.
Apply mitigation techniques to keep integration traffic flowing, spanning internal tooling and configuration changes and external outreach.
Give and receive code review, acting as owners of the integrations codebase .
Handle escalations from other internal teams with appropriate prioritization, and provide expert insight into how Plaid integrations work.
Meet a best-effort SLA on Business-Critical issues, where speed and clear communication matter most.
Maintain the integrations issue backlog through triage and periodic auditing, and continually improve the team's processes and tooling.
Occasionally build new integrations with a new financial institution or platform when the impact justifies it.
Rotate through the team's own integrations on-call to maintain uptime of Plaid's integrations.
WHAT EXCITES US
2+ years in a highly technical role, e.g. software engineering, technical support engineering, or a similar hands-on technical function.
Experience developing web services and APIs, or clients/integrations that interface with them.
Strong troubleshooting/debugging instincts - you enjoy investigating complex issues you've never seen before and driving them to root cause.
A customer-first attitude and strong sense of empathy - you instinctively ask "how many customers does this affect and how badly?" before deciding what to do.
An analytical, data-oriented approach to problem-solving - comfort slicing data (SQL or similar) to scope impact and prioritize.
Excellent written and verbal communication - you can explain a technical problem clearly to a highly technical eng team and to an external data partner, and advocate for a fix.
A proven ability to identify and improve processes and increase efficiency.
A track record of resolving a high volume of technical issues with both quality and speed.
Familiarity or experience with TypeScript, NodeJS, SQL, and/or Golang.
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 https://plaid.com/legal/#candidate-privacy-notice.
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.
