Senior Customer Engineer
InstabaseSalary not specified
Full Time
Senior (5 to 8 years)
$80,000 – $115,000Compensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Financial Technology, SoftwareIndustries
Requirements
Candidates should have 2+ years of experience in customer-facing roles at B2B SaaS companies within technical support, customer success, sales engineering, product management, engineering, or network operations. Experience with process improvement, documentation, and case management solutions like Zendesk or Salesforce Service Cloud is required. Familiarity with web connectivity, integration protocols (JSON/XML, FTP/SFTP), API tools (Postman), API concepts (idempotency, pagination), and business intelligence tools (Looker, DataDog, Sentry) is also necessary.
Responsibilities
The Technical Support Specialist will contribute to the daily operations of the Support team, manage customer escalations, and communicate with customers and internal teams. They will collaborate with Engineering, Product, Bank Partnerships, Sales, Marketing, and Finance on customer requests and projects. Responsibilities include participating in a rotational on-call schedule for critical incidents, using data to analyze customer feedback and trends, and recommending product improvements to Engineering and Product teams. The role also involves assisting in the development of policies, procedures, and training programs for the Customer Support team, and leveraging SQL, business intelligence, and API troubleshooting skills to resolve customer issues or diagnose problems before escalating to Engineering.
Skills
Technical Support
Customer Escalations
Customer Success
Engineering
Product Management
Data Analysis
Customer Feedback
Problem Solving
Communication
Modern Treasury
Payment operations software for enterprises
About Modern Treasury
Modern Treasury specializes in payment operations software designed to enhance the movement of money for large enterprises across various industries such as real estate, healthcare, insurance, education, and financial services. Their software streamlines payment processes by enabling faster transactions, automatic reconciliation of records, and providing real-time financial data, all supported by artificial intelligence. This allows businesses to manage their financial operations more effectively and securely. Unlike many competitors, Modern Treasury focuses on serving large clients with significant transaction volumes, offering a subscription-based software as a service (SaaS) model that ensures continuous access to updates and features. The company's goal is to modernize payment operations and improve the efficiency and security of financial transactions.
San Francisco, CaliforniaHeadquarters
2018Year Founded
$178.1MTotal Funding
SERIES_CCompany Stage
Fintech, AI & Machine LearningIndustries
51-200Employees
Benefits
Inclusive healthcare package
Unlimited PTO
Paid parental leave
$1k stipend to setup a home office
$500 yearly book stipend
Charitable donation matching
401k
Risks
Increased competition from fintech companies could erode Modern Treasury's market share.
Rapid adoption of instant payment systems may pressure Modern Treasury to innovate continuously.
AI-driven solutions expose the company to risks of biases and errors in financial data.
Differentiation
Modern Treasury automates the full cycle of money movement for large enterprises.
The company offers AI-driven reconciliation to enhance financial workflows and cash visibility.
Modern Treasury provides professional services for tailored payment infrastructure integration.
Upsides
Expansion of instant payments support with six top banks enhances customer experience.
Professional Services offering creates a new revenue stream and strengthens customer relationships.
Inclusion in the 2024 Fintech Innovation 50 list boosts its recognition and appeal.
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