Technical Support Specialist

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Conduct investigations, triage, and resolve issues for customers utilizing Modern Treasury's payment platform.

• Develop a thorough understanding of money movement principles as well as Modern Treasury's essential products and their dependencies.

• Address and resolve both internal and external customer issues within designated SLAs.

• Assist payment programs that involve payment limits and rejections, legal entity and KYC/KYB onboarding, settlement timing, and the behavior of stablecoin and fiat rails.

• Direct risk, compliance, and commercial inquiries to the appropriate stakeholders.

• Engage in a 24/7 response team for incidents and urgent premium support requests, including time-sensitive escalations beyond business hours.

• Collaborate with Engineering and Product teams during incident identification, response, and retrospective reviews to uncover root causes and prevent future occurrences.

• Analyze changes in bank and network reporting, manually reconcile objects, enhance reconciliation logic, and provide feedback on processes.

• Identify operational gaps and develop policies, procedures, and performance standards to ensure scalable Support operations.

• Apply data-driven strategies to highlight customer and product trends, making recommendations to cross-functional teams.

• Leverage AI tools to expedite investigations, analyze queue patterns, and create repeatable workflows.

⛳️ Requirements

• 4+ years in customer-facing technical positions at B2B SaaS companies, encompassing roles in technical support, customer success, sales engineering, product management, engineering, or network operations.

• Familiarity with REST APIs and integration protocols, including JSON/XML, FTP/FTPS/SFTP, idempotency, and pagination.

• Demonstrated capability to troubleshoot issues in production environments.

• Exceptional written communication skills, particularly in asynchronous channels such as email and Slack.

• Experience utilizing AI agents in a professional setting.

• Comfortable working standard business hours in alignment with Pacific Time.

• Preferred: experience in payments, fintech, or financial systems, particularly in PSP, marketplace, or embedded payments models.

• Preferred: understanding of stablecoin settlement, ledgering, and reconciliation workflows.

• Preferred: proficiency in SQL and familiarity with observability or BI tools such as Hex, Datadog, and Sentry.

• Preferred: experience in process improvement and change management.

• Preferred: knowledge of Pylon or AI-native support tools.

• Must have authorization to work in the United States.

🏝️ Benefits

• Equity

• Generous benefits

• Participation in a 24/7 response team for incidents and high-priority requests from premium support customers