Scaled Implementation & Technical Support Lead
Scaled Implementation & Technical Support Lead
Posted on :
23-06-2025
Employer Active
1 Vacancy
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Job Description
We believe that the way people interact with their finances will drastically improve in the next few years. Were 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. Plaids network covers 12000 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 youll provide technical support and scaled implementation guidance to Plaids startup and mid-market customers. Youll respond to customer tickets via Zendesk troubleshoot API and platform issues and escalate complex cases with clear documentation. Youll 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 youll act as the primary technical contact during onboarding supporting multiple customers in parallel. Youll 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 the primary technical point of contact for Scaled customers during implementation.
- 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.
- 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 doesnt 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
Please review our Candidate Privacy Noticehere.
Employment Type
Full-Time
Key Skills
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