Technical Support Lead

This position is posted by Jobgether on behalf of Plaid. We are currently looking for a Technical Support Lead in London / Amsterdam.

Join a dynamic and cross-functional team shaping the future of financial technology across Europe. This role places you at the center of customer-facing technical operations, combining onboarding, support, and process improvement to drive scalable success. You’ll provide hands-on technical guidance to clients ranging from startups to enterprise, collaborating closely with internal engineering, product, and account management teams. Your work will ensure smooth integrations, fast troubleshooting, and enhanced customer satisfaction across multiple markets.

Accountabilities:

• Serve as the primary technical contact for European customers during onboarding and post-launch support.
• Manage and respond to support requests via platforms like Zendesk, delivering high-quality assistance and resolving API integration issues.
• Lead implementation workflows to optimize customer onboarding while minimizing internal operational load.
• Collaborate with global support teams to tailor and localize support practices to meet regional customer needs.
• Document and escalate complex technical issues with clear context for engineering and product teams.
• Identify support trends and contribute to scalable improvements through automation, enhanced documentation, and process redesign.
• Partner with cross-functional teams to improve support SLAs and influence product enhancements that align with customer needs.

Requirements

• 3+ years of experience in a technical support, implementation, or customer-facing engineering role.
• Proficient understanding of APIs, integration flows, and troubleshooting technical authentication or performance issues.
• Demonstrated ability to manage multiple client engagements and technical cases in parallel with strong organizational skills.
• Effective communicator who can convey technical information clearly to both technical and non-technical audiences.
• Hands-on experience using tools such as Zendesk and writing or maintaining internal and external technical documentation.
• Track record of improving support and implementation processes via automation or scalable workflow design.
• Comfortable working in cross-functional environments with product managers, engineers, and customer success teams.
• Bonus: Experience delivering technical training sessions or building self-service tools for external users.

Benefits

• Competitive compensation and equity packages.
• Hybrid work setup in either London or Amsterdam.
• Comprehensive healthcare and wellness programs.
• Professional development and learning stipends.
• Paid time off and generous leave policies.
• Inclusive and equitable work environment with DEI programs.
• Opportunity to contribute to transformative change in the fintech space across multiple global markets.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role.
Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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