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Modern Treasury is seeking a Technical Support Specialist to join its Customer Support team, reporting to the Manager of Customer Support. This role combines technical troubleshooting, incident management, and process improvement to support Modern Treasury's payment operations platform.
Key Responsibilities:
Technical Support: Develop deep expertise in payment operations, money movement, and Modern Treasury's core products. Use technical skills in APIs, SQL, RegEx, SFTP, and JSON to investigate, triage, and troubleshoot customer issues within SLAs. Serve as a subject matter expert on product dependencies and integration points.
Incident Management: Participate in a 24/7 response team for high-priority and premium support requests. Handle time-sensitive incidents after business hours as needed. Work closely with Engineering, Product, and Data teams during incident identification, response, and retrospectives to identify root causes and drive preventive product changes.
Reconciliation Operations: Leverage knowledge of Modern Treasury's data architecture and reconciliation fundamentals to investigate bank integration reporting patterns, manually reconcile objects, improve reconciliation logic using rubular, and provide feedback to upstream teams on data ingestion and normalization issues.
Project Management: Identify operational gaps and assist in planning, developing, and implementing policies, procedures, and performance standards to improve Customer Support operations and user workflows.
Process Improvement: Use data-driven methods to collect and analyze customer feedback and trends. Share recommendations with Engineering, Product, and Go-to-Market teams to mitigate recurring issues and develop new capabilities.
The role offers significant autonomy, cross-functional collaboration, and opportunities for professional growth. Each day involves unique challenges with no repetitive tasks. You will work standard business hours aligned with Pacific Time Zone, with additional on-call responsibilities for incident response.
Onboarding includes company and product training during week one, shadowing and relationship-building during the first six weeks, and progressive ownership of customer support inquiries and process improvement projects during the first six months.
Requirements:
- 4+ years of experience in customer-facing roles at B2B SaaS companies in technical support, customer success, sales engineering, product management, engineering, or network operations
- Knowledge of web connectivity and integration protocols (JSON, XML, FTP, FTPS, SFTP)
- Experience with API tools such as Postman and API concepts including idempotency and pagination
- Experience managing high-quality projects, process improvement, and change management
- Experience with business intelligence tools such as Looker, DataDog, and Sentry
Modern Treasury welcomes candidates who don't meet every requirement but demonstrate strong technical aptitude and genuine passion for learning.
About Modern Treasury
Fintech — payment operations platform for money movement, reconciliation, and ledgers.
