Technical Support Specialist

This position can be based out of San Francisco, New York, or remote (we accept candidates from the following states: AZ, CA, CO, CT, FL, GA, HI, IL, MA, MI, MN, MT, NC, NJ, NV, NY, OH, OK, OR, PA, TX, UT, WA, WI).

OVERVIEW

We are looking for a Technical Support Specialist to join our Customer Support team. This role will report to the Manager of Customer Support and will have an immediate and lasting impact on our business by supporting core customers and products.

In this role, you will be given agency in your day to day work and your voice will be heard across internal teams. Nuanced investigations, continual product advancement, and customer interactions mean each day is unique; there aren’t any repetitive tasks to be found here. As our team reaches goals we work together to set new ones to ensure we continually improve as a team.

As a member of the Customer Support function, you will:

• Contribute to the smooth day-to-day operation of the Support team, including managing customer escalations effectively. You will 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. You will also 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. 

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.

ABOUT MODERN TREASURY

Modern Treasury is the operating system for money movement. Our payment operations platform combines a suite of APIs and dashboards to help companies unlock new payments revenue, strengthen customer experiences, and drive efficiency through their business. Our end-to-end platform moves enterprises forward with faster payments, efficient workflows, full data visibility, and seamless bank integrations.

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.

WEEK BY WEEK

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. 

• 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.

During your first six weeks you will:

• 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.

During your first six months you will:

• 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.

Modern Treasury is committed to equal employment opportunity and does not discriminate in any employment opportunities or practices based on an individual's race, color, creed, gender (including gender identity and gender expression), religion (all aspects of religious beliefs, observance or practice, including religious dress or grooming practices), marital status, registered domestic partner status, age, national origin or ancestry (including language use restrictions and possession of a driver’s license issued under California Vehicle Code section 12801.9), natural hair, physical or mental disability, political affiliation, medical condition (including cancer or a record or history of cancer, and genetic characteristics), sex (including pregnancy, childbirth, breastfeeding or related medical condition), genetic information, sexual orientation, military and veteran status or any other consideration made unlawful by federal, state, or local laws. It also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics.

Modern Treasury participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.