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Modern Treasury is hiring a Technical Support Specialist to investigate, triage, and resolve issues for customers running payments on the platform. This role reports to the Manager of Customer Support and sits at the intersection of customers, products, and engineering teams.
You will investigate and resolve customer issues with technical depth, establishing expertise in money movement fundamentals and Modern Treasury's core products. Work includes troubleshooting payment limits and rejections, legal entity and KYC/KYB onboarding, settlement timing, and stablecoin and fiat rail behavior. You'll route risk, compliance, and commercial questions to appropriate owners.
The role includes participation in a 24/7 response team covering incidents and high-priority requests from premium support customers, including time-sensitive escalations outside business hours. You will work with Engineering and Product teams through identification, response, and retrospective to find root causes and drive changes that prevent recurrence. This includes investigating changes in bank and network reporting, manually reconciling objects, improving reconciliation logic, and providing feedback to internal teams.
You will identify gaps and build policies, procedures, and performance standards that let Support scale with growth. Using data-driven methods, you'll surface customer and product trends and bring recommendations to cross-functional teams. The role emphasizes using AI tools to accelerate investigation, synthesize patterns across the queue, and build repeatable workflows. 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.
Work is conducted during standard business hours aligned with Pacific Time Zone.
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
About Modern Treasury
Fintech — payment operations platform for money movement, reconciliation, and ledgers.
