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Modern Treasury is hiring a Technical Support Specialist to investigate, triage, and resolve technical issues for customers running payments on their platform. This role reports to the Manager of Customer Support and sits at the intersection of customers, products, and engineering teams.
You will establish deep expertise in money movement fundamentals and Modern Treasury's core products, including the nuanced dependencies between them. Your day-to-day work involves investigating and resolving issues within stated SLAs, supporting customers across payment programs (covering payment limits and rejections, legal entity and KYC/KYB onboarding, settlement timing, and stablecoin/fiat rail behavior), and routing risk, compliance, and commercial questions to appropriate owners.
You will participate in a 24/7 response team covering incidents and high-priority requests from premium support customers, including time-sensitive escalations outside business hours. You'll work with Engineering and Product teams through identification, response, and retrospective analysis to find root causes and drive changes that prevent recurrence. You will investigate changes in bank and network reporting, manually reconcile objects, improve reconciliation logic, and provide feedback to internal teams to improve processes.
Beyond reactive support, you'll identify gaps and build the policies, procedures, and performance standards that enable Support to scale with growth. You'll use data-driven methods to surface customer and product trends, and bring recommendations to cross-functional teams. Modern Treasury leverages AI heavily, and this role is best suited for someone already using AI tools and eager to push the envelope on AI best practices.
The role requires comfort working standard business hours aligned with Pacific Time Zone. You will have agency in your day-to-day work, and your findings will directly shape product and process decisions.
REQUIREMENTS:
Minimum:
- 4+ years in customer-facing technical roles at B2B SaaS companies (technical support, customer success, sales engineering, product management, engineering, or network operations)
- Experience with REST APIs and integration protocols including JSON/XML, FTP/FTPS/SFTP, and API concepts such as idempotency and pagination
- Proven ability to troubleshoot issues in production environments
- Excellent written communication, especially in async channels like email and Slack
- Experience using AI agents in a work environment
- Comfortable working standard business hours aligned with Pacific Time
Preferred:
- Background in payments, fintech, or financial systems, especially PSP, marketplace, or embedded payments models
- Familiarity with stablecoin settlement, ledgering, and reconciliation workflows
- Experience with SQL and observability or BI tools such as Hex, Datadog, and Sentry
- Experience in process improvement and change management
- Familiarity with Pylon or AI-native support tools
