Team Dynamics & Your ImpactCustomer 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 & ExpectationsWhat 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: Ability to write SQL, instrument features, and measure the impact of what you ship using data.
- Clear Technical Communication: Skill in framing problems, writing clear plans, and explaining complex technical solutions to non-technical partners and leadership.
- Leveraging AI Tools: Comfort using AI coding tools as part of your standard workflow 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 processes, prioritization frameworks, and light project management for cross-functional initiatives.
Growth & Career PathIn this role, you will build broad technical expertise and relationships across Plaid's platform and operational infrastructure. As you demonstrate impact, your path can grow into Technical Lead, Operations & Strategy roles across Plaid, or transition into Product Management and Engineering teams.
Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Plaid provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay is based on factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience and skillset, and location. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
