Technical Support Specialist

Summary

Join Modern Treasury's Customer Support team as a Technical Support Specialist based in San Francisco, New York, or remotely. You will be a subject matter expert in Modern Treasury's core products, investigating and troubleshooting issues reported by internal and external customers. Your responsibilities include incident management, reconciliation operations, project management, and process improvement. You will leverage technical skills in APIs, SQL, RegEx, SFTP, and JSON protocol. This role offers a unique opportunity for growth and impact within a value-driven company. The position requires 4+ years of experience in customer-facing roles at B2B SaaS companies and knowledge of web connectivity and integration protocols.

Requirements

• 4+ years 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
• 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 in managing high quality projects, process improvement, and change management
• Experience with business intelligence tools such as Looker, DataDog, and Sentry

Responsibilities

• Establish a deep understanding of technical and payment domains that are required to understand the fundamentals of money movement, while being a subject matter expert in our core products, including the nuanced dependencies and gaps between each of them
• Use this knowledge, along with technical skills (in APIs, SQL, RegEx, SFTP, and JSON protocol) in order to investigate, triage, and troubleshoot issues reported by internal and external customers during business hours within our stated SLAs
• Participate in a 24/7 response team and respond to incidents and high-priority requests from customers with premium support coverage
• This workstream may involve time sensitive and high priority requests after normal business hours
• At Modern Treasury Customer Support is deeply involved throughout the identification, response, and retrospective stages of an incident, working closely with EPD teams to identify root causes and drive product changes that prevent issues from recurring
• Leverage deep knowledge of Modern Treasury’s object structures, data architecture, and fundamentals of reconciliation in order to investigate changes or new patterns in bank integration reporting, manually reconcile objects, improve reconciliation logic using rubular, and give feedback to Engineering, Product, and Bank Operations teams in order to address upstream data (ingestion and normalization) and process problems
• Identify gaps and assist in planning, developing, and implementing policies, procedures, performance standards, and other projects to improve Customer Support operations and the way internal and external users work with Modern Treasury
• Use data-driven methodologies to collate customer feedback and trends
• Share customer- and product-specific recommendations with EPD and GTM in order to mitigate recurring issues or develop new capabilities that increase our customers’ operational efficiency