Technical Support Lead
Plaid
IT, Customer Service
London, UK
Posted on Jun 20, 2025
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 optimisation.
- Demonstrating technical fluency in data and scripting languages (SQL, Javascript, API's)
- 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 analyse support trends and drive process improvements for better efficiency and scalability.
- Experience using customer support tools like Zendesk and maintaining technical documentation.
- Knowledge of optimising and scaling both support and implementation through process automations and other relevant strategies
- Experience conducting technical training sessions or writing external-facing technical documentation.
- [Nice to have] Knowledge of API best practices and integration patterns.
- [Nice to have] Working knowledge of Javascript
- [Nice to have] Previous experience in a high-growth, SaaS environment.
- [Nice to have] Exposure to contract negotiation or pre-sales technical support.
- [Nice to have] Experience conducting technical workshops or architecture reviews with enterprise clients.
- [Nice to have] Familiarity with technical project management methodologies (Agile/Scrum).
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.