Customer Operations Engineer

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, Seattle, Washington D.C., Raleigh, London, and Amsterdam. ABOUT PLAID & OUR MISSION Plaid’s products empower thousands of developers to build the next generation of financial services applications. When those developers need help, they turn to the teams that sell, implement, and support Plaid. Our goal is to support customers quickly and compassionately, keeping their applications running smoothly and their end users happy. By building systems that streamline support, automate workflows, and solve issues before customers ever hit a bottleneck, you help strengthen the digital financial ecosystem and make financial tools accessible to millions of people worldwide. TEAM DYNAMICS & YOUR IMPACT Customer Operations Engineering is an agile engineering team embedded within our support and customer operations organization. We build and run the internal tooling, self-serve dashboard flows, and AI-driven automation that power our operational teams. Our customers and the teams who serve them drive everything we do. We're looking for engineers who care about that as much as the code. In this role, you will own platform systems end-to-end. There is no static backlog waiting for you—instead, your work comes from observing how teams operate, identifying unseen gaps, and building software that directly removes friction. You will have significant influence and autonomy over what gets built, taking ideas from initial concepts all the way through production deployment. WHAT YOU’LL DO (RESPONSIBILITIES & IMPACT) - Own Platform Systems End-to-End: Identify broken, manual, or slow processes, prototype solutions, and take them through production deployment. - Automate & Scale Account Operations: Take manual actions currently performed one account at a time and transform them into automated workflows that operate across entire portfolios. - Build AI-First Workflows: Automate repetitive technical support tasks—such as issue triage, routing, and system synchronization—designing tools so AI agents can execute the work seamlessly. - Improve Self-Serve Customer Experiences: Build customer-facing flows in Plaid’s dashboard that guide users to quick answers and prevent support tickets before they happen. - Measure & Prove Impact: Instrument systems before shipping, pull your own metrics, and evaluate real-world outcomes to ensure your work drives measurable value. - Drive Adoption & Support What You Build: Create documentation, lead demos, onboard internal teams, and stand behind your code in production. QUALIFICATIONS & EXPECTATIONS WHAT YOU BRING ON DAY ONE (CORE REQUIREMENTS): - Production Software Experience: 4+ years of experience building and maintaining software in production. - Proactive Ownership: A history of identifying manual or inefficient processes and taking initiative to fix them directly. - Technical Customer Empathy: Experience working close to technical products or customer-facing operations, bringing a user-focused mindset to engineering problems. - Data-Driven Analysis