Integrations Operations Engineer

Plaid•San Francisco, CA

10d•$100,800 - $120,600

About The Position

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.

Requirements

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?" before deciding what to do.
An analytical, data-oriented approach to problem-solving - comfort slicing data (SQL or similar) to scope impact and prioritize.
Excellent written and verbal communication - you can explain a technical problem clearly to a highly technical eng team and to an external data partner, and advocate for a fix.
A proven ability to identify and improve processes and increase efficiency.
A track record of resolving a high volume of technical issues with both quality and speed.

Nice To Haves

Familiarity or experience with TypeScript, NodeJS, SQL, and/or Golang.

Responsibilities

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.
Apply 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.