Technical Support Specialist

Salary: $80K - $115K Employment Type: Full-Time

Location: San Francisco, New York, or Remote (AZ, CA, CO, CT, FL, GA, HI, IL, MA, MI, MN, MT, NC, NJ, NV, NY, OH, OK, OR, PA, TX, UT, WA, WI)

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Position Overview

We are seeking a Technical Support Specialist to join our Customer Support team. This role reports to the Manager of Customer Support and will have a significant impact on our business by supporting core customers and products. In this role, you will have agency in your day-to-day work, and your voice will be heard across internal teams. Nuanced investigations, continual product advancement, and customer interactions mean each day is unique, with no repetitive tasks. As our team achieves its goals, we collaborate to set new ones, ensuring continuous improvement.

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Responsibilities

As a member of the Customer Support function, you will:

• Contribute to the smooth day-to-day operation of the Support team, including managing customer escalations effectively.
• Work primarily with Customer Success Managers (CSMs) on customer-facing communications and with Engineering on internal escalations to meet and exceed our service level commitments.
• Collaborate with Product, Bank Partnerships, Sales, Marketing, and Finance from time to time depending on the nature of individual customer requests.
• Collaborate cross-functionally with Engineering, Product, and other teams on projects that impact how internal and external users work with Modern Treasury.
• Participate in a rotational on-call schedule to support customers that have 24/7 access for P0 & P1 incidents.
• Utilize data-driven methodologies to collate customer feedback and trends.
• Share relevant customer-specific and product-specific recommendations with Engineering and Product to alleviate recurring issues or develop new capabilities that increase our customers’ operational efficiency.
• Assist in planning, developing, and implementing policies, procedures, performance standards, and training programs for the Customer Support team.
• Leverage your SQL data analysis, business intelligence, and API troubleshooting skills to either resolve common technical questions or diagnose issues in-depth before triaging to the Engineering team.

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Requirements

• 2+ years of experience in customer-facing roles at B2B SaaS companies in one or more of the following functions: technical support, customer success, sales engineering, product management, engineering, network operations.
• Experience in process improvement and documentation.
• Experience with case management solutions such as Zendesk, Salesforce Service Cloud, Linear, etc.
• Knowledge of web connectivity and integration protocols such as JSON / XML, file transfer protocols such as FTP / FTPS / SFTP, API tools such as Postman, and API concepts such as idempotency and pagination.
• Experience with business intelligence tools such as Looker, DataDog, and Sentry.

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Week by Week

During your first week, you will:

• Complete our company onboarding process where you will learn all about Modern Treasury – our values, our history, our product, our brand – and meet various teams via small-group sessions alongside your onboarding peers.
• Get acquainted with our products.

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About Modern Treasury

Modern Treasury is the operating system for money movement. Our payment operations platform combines a suite of APIs and dashboards to help companies unlock new payments revenue, strengthen customer experiences, and drive efficiency through their business. Our end-to-end platform moves enterprises forward with faster payments, efficient workflows, full data visibility, and seamless bank integrations.

We strongly believe that investing in personal and professional growth puts us in a position to deliver long-term value to our customers. This role offers a unique opportunity for growth in a value-driven company, and it sits at the intersection of our customers, our people, and our products.