Technical Support Specialist

We are looking for a Technical Support Specialist to join our newly formed Customer Support team. This role will report to the Manager of Customer Support and will have an immediate and lasting impact on our business as we launch new products, scale our teams, and support many more customers.

During this rapid growth phase, it is critical that we continue to invest in our technical support capabilities. As such, we recently launched a Customer Support team that is focused on delivering exceptional service and experience to our customers.

As an early member of the Customer Support function, you will:

• 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.

• Create, and maintain, self-help documentation for our internal and external customers. As the frontline of Support you are in the best position to identify opportunities to provide proactive support through our help center. You will work cross-functionally as you write documentation to ensure new and existing content is up-to-date and accurate.

• Contribute to the smooth day-to-day operation of the Support team, including managing customer escalations effectively. You will work primarily with CSMs on customer-facing communications and with Engineering on internal escalations to meet and exceed our service level commitments. You will also collaborate with Product, Bank Partnerships, Sales, Marketing, and Finance from time to time depending on the nature of individual customer requests.

• Use data-driven methodologies to collate customer feedback and trends. Review the data regularly with your Customer Success peers to find ways to continually improve our customers’ experience. 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. 

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.

Modern Treasury builds payment operations solutions. Our tools automate the full cycle of money movement—from payment initiation, through approvals, to reconciliation—and are accessible through web application or API.

We believe that payment operations is at the core of every business. We’re a lean team and we work hard to build outstanding products for our customers. When we succeed, our customers grow.

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. 

• Develop an understanding of our customers, user personas, sales process, and customer stories.

• Read our favorite industry primers.

• Become a master in our application and API.

During your first six weeks you will:

• Meet and build relationships with leaders and members of the Customer Success, Engineering, Product, Sales, Marketing, and Revenue Operations 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.

• Be shadowed as you begin to respond to inbound support inquiries.

During your first six months you will:

• Support customers via chat, email, phone, and other channels 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.

• Participate in an on-call rotation for high priority requests received outside of business hours.

• 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.

What we're looking for:

• 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, Jira, 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 in data analysis, data mapping, ETL, and advanced SQL queries such as multiple joins, subselects, case statements, window functions, CTE, recursive CTE, and other constructs.

• Experience with business intelligence tools such as Looker, Tableau, Power BI, etc. and cloud data warehouses such as Snowflake, RedShift, BigQuery, etc.

Modern Treasury is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Modern Treasury considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.