Customer Operations Engineer
Plaid · New York City Office
About this role
## Customer Operations Engineer ### About Plaid Plaid empowers developers to build the next generation of financial services applications. Plaid powers tools millions of people rely on to connect their financial accounts to the apps and services they use—supporting a healthier financial life. Plaid’s network covers **12,000+ financial institutions** across the **US, Canada, UK, and Europe**. Founded in 2013 and headquartered in **San Francisco**, with offices in **New York, Seattle, Washington D.C., Raleigh, London, and Amsterdam**. ### Team Dynamics & Your Impact Customer Operations Engineering is an agile engineering team embedded within Plaid’s support and customer operations organization. You’ll build and run internal tooling, self-serve dashboard flows, and **AI-driven automation** that power operational teams. In this role, you’ll **own platform systems end-to-end**—no static backlog. Your work will come from observing how teams operate, identifying unseen gaps, and building software that removes friction for customers and internal teams. ### What You’ll Do - **Own Platform Systems End-to-End:** Identify broken, manual, or slow processes; prototype solutions; and take them through production deployment. - **Automate & Scale Account Operations:** Convert manual, one-account-at-a-time actions into automated workflows operating across entire portfolios. - **Build AI-First Workflows:** Automate repetitive technical support tasks (e.g., issue triage, routing, system synchronization) so AI agents can execute work seamlessly. - **Improve Self-Serve Customer Experiences:** Build customer-facing flows in Plaid’s dashboard to guide users to quick answers and prevent support tickets. - **Measure & Prove Impact:** Instrument systems before shipping, pull your own metrics, and evaluate outcomes to ensure 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):** - **4+ years** of production software experience (building and maintaining software in production) - **Proactive ownership**: experience identifying manual/inefficient processes and fixing them - **Technical customer empathy**: experience working close to technical products or customer-facing operations - **Data-driven analysis**: ability to write **SQL**, instrument features, and measure impact - **Clear technical communication**: frame problems, write clear plans, and explain complex solutions to non-technical partners and leadership - **Leveraging AI tools**: comfort using AI coding tools and building systems that leverage AI agents **What You Can Learn & Grow Into (On the Job):** - Deep administration and customization of enterprise support platforms - Managing complex system migrations across multiple teams without disrupting daily operations - Leading agile planning, prioritization frameworks, and light project management for cross-functional initiatives ### Growth & Career Path You’ll build broad technical expertise and relationships across Plaid’s platform and operational infrastructure. As you demonstrate impact, your path may grow into **Technical Lead**, **Operations & Strategy**, **Product Management**, or other engineering teams. Plaid is an equal opportunity employer and values diversity. They encourage applicants even if you don’t fully match every requirement. ### Compensa
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