Integrations 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. The Integrations Operations Engineering (IOE) team strengthens Plaid's network with financial institutions by directly resolving integration issues to increase the reliability and quality of data, and by building new integrations to grow our financial network. We sit at the nexus of engineering, a deep understanding of Plaid's products and customers, and direct financial-institution relationships: we write and ship the code that keeps connectivity healthy, we use data to focus on the issues with the greatest customer impact, and we work directly with data partners (the financial institutions and platforms themselves) to resolve the problems that can't be fixed from our side alone. The team plays a mission-critical role in ensuring industry-leading connectivity so our customers can meet ever-expanding financial-services use cases and reach as many users as possible. What You'll Do - Investigate and resolve the highest-impact integration issues by writing maintainable, tested code and deploying it to production, then monitor for regression or degradation after your changes ship. - Prioritize by customer impact. The team runs a business-value-based prioritization model that automatically scores and ranks incoming issues by their impact on Plaid's clients and users. You'll understand how that prioritization works, be able to dig in and scope an individual issue's impact more granularly when needed (which clients, users, and items are affected), and help improve the prioritization model over time.

- Escalate to and work directly with Data Partners when the source of the issue is with the financial institution or platform by diagnosing, packaging a clear reproducible case, and driving the issue to resolution, oftentimes working alongside our internal Data Partner Relationships (DPR) team. - mitigation techniques to keep integration traffic flowing, spanning internal tooling and configuration changes and external outreach. - Give and receive code review, acting as owners of the integrations codebase . - Handle escalations from other internal teams with appropriate prioritization, and provide expert insight into how Plaid integrations work. - Meet a best-effort SLA on Business-Critical issues , where speed and clear communication matter most. - Maintain the integrations issue backlog through triage and periodic auditing, and continually improve the team's processes and tooling. - Occasionally build new integrations with a new financial institution or platform when the impact justifies it. - Rotate through the team's own integrations on-call to maintain uptime of Plaid's integrations. What Excites Us - 1. 5+ years in a highly technical role, e. g. software engineering, technical support engineering, or a similar hands-on technical function. - Experience developing web services and APIs, or clients/integrations that interface with them. - Strong troubleshooting/debugging instincts - you enjoy investigating complex issues you've never seen before and driving them to root cause. - A customer-first attitude and strong sense of empathy - you instinctively ask "how many customers does this affect and how badly?