Technical Support Specialist

About the role

Candidates must be comfortable working standard business hours aligned with the Pacific Time Zone.

Overview

Modern Treasury is hiring a Technical Support Specialist to investigate, triage, and resolve issues for the customers running payments on our platform.

This role reports to the Manager of Customer Support and sits at the intersection of our customers, our products, and our engineering teams. Nuanced investigations across APIs, bank and network reporting, ledger balances, and onchain settlement mean the work is rarely repetitive. You will have agency in your day to day, and your findings will directly shape product and process decisions.

Modern Treasury leverages AI heavily. This role is best suited for someone who is already using AI tools and is eager to continue pushing the envelope on AI best practices.

What You'll Do

Resolve Customer Issues with Technical Depth

• Establish deep expertise in money movement fundamentals and Modern Treasury's core products, including the nuanced dependencies between them
• Investigate and resolve issues reported by internal and external customers within our stated SLAs
• Support customers across payment programs, covering payment limits and rejections, legal entity and KYC/KYB onboarding, settlement timing, and stablecoin and fiat rail behavior, while routing risk, compliance, and commercial questions to the right owners

Own Incidents and Reconciliation

• Participate in a 24/7 response team covering incidents and high-priority requests from premium support customers, including time-sensitive escalations outside business hours
• Work with Engineering and Product teams through identification, response, and retrospective to find root causes and drive changes that prevent recurrence
• Investigate changes in bank and network reporting, manually reconcile objects, improve reconciliation logic, and give feedback to internal teams in order to improve processes.

Scale Processes and Impact

• Identify gaps and build the policies, procedures, and performance standards that let Support scale with growth
• Use data-driven methods to surface customer and product trends, and bring recommendations to cross-functional teams
• Use AI tools to accelerate investigation, synthesize patterns across the queue, and build repeatable workflows

Minimum Requirements

• 4+ years in customer-facing technical roles at B2B SaaS companies, in functions such as technical support, customer success, sales engineering, product management, engineering, or network operations
• Experience with REST APIs and integration protocols including JSON/XML, FTP/FTPS/SFTP, and API concepts such as idempotency and pagination
• Proven ability to troubleshoot issues in production environments
• Excellent written communication, especially in async channels like email and Slack
• Experience using AI agents in a work environment
• Comfortable working standard business hours aligned with Pacific Time

Preferred Qualifications

• Background in payments, fintech, or financial systems, especially PSP, marketplace, or embedded payments models
• Familiarity with stablecoin settlement, ledgering, and reconciliation workflows
• Experience with SQL and observability or BI tools such as Hex, Datadog, and Sentry
• Experience in process improvement and change management
• Familiarity with Pylon or AI-native support tools

Additional information

We welcome candidates who don't meet every requirement above but demonstrate strong technical aptitude and a genuine passion for learning.