Technical Support Specialist

Summary

Join Modern Treasury as a Technical Support Specialist, based in San Francisco, New York, or remotely. You will contribute to the smooth operation of the support team, managing customer escalations and collaborating with various teams. This role involves nuanced investigations, product advancement, and customer interactions, ensuring each day is unique. You will leverage your SQL data analysis, business intelligence, and API troubleshooting skills to resolve technical questions and diagnose issues. The position offers a unique opportunity for growth in a value-driven company, sitting at the intersection of customers, people, and products. Modern Treasury is committed to equal employment opportunity.

Requirements

• 2+ 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
• 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

Responsibilities

• 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
• Use 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
• 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 with self-guided and hands-on training with an onboarding buddy
• Develop an understanding of our customers, user personas, sales process, and customer stories
• Read our favorite industry primers
• Meet and build relationships with leaders and members of the Customer Success, Engineering, Product, Sales, and Marketing teams
• Shadow CSMs, and other Technical Support Specialists, while responding to customers’ daily support inquiries as part of your technical onboarding. Through this, you will gain a deep understanding of our customers, their use cases, and the various stages of their journey with Modern Treasury
• Become a technical expert in Modern Treasury’s product suite and partner closely with the Customer Success and Engineering teams to support our customers. This is an important step towards understanding our customers, the problems we solve for them, the processes we need to build, and the key decisions we need to make as we scale the Support team
• Be shadowed as you begin to respond to inbound support inquiries
• Support customers via email and Slack with a high degree of autonomy within our stated SLAs
• Own customer requests through resolution, working cross-functionally - with Product, Engineering, Customer Success and other teams - as needed
• Contribute to internal and external self-help documentation
• Identify areas of opportunity and manage projects to refine processes and systems accordingly to improve the customer experience
• Become a master in our application and API