Remote Technical Support Specialist

Summary

Join our Customer Support team as a Technical Support Specialist, reporting to the Manager of Customer Support. This role will have an immediate and lasting impact on our business by supporting core customers and products.

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
• 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