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

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.

This is a Pacific Time Zone based role.

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

• Technical Support: Establish a deep understanding of technical and payment domains that are required to understand the fundamentals of money movement, while being a subject matter expert in our core products, including the nuanced dependencies and gaps between each of them. Use this knowledge, along with technical skills (in APIs, SQL, RegEx, SFTP, and JSON protocol) in order to investigate, triage, and troubleshoot issues reported by internal and external customers during business hours within our stated SLAs.
• Incident Management: Participate in a 24/7 response team and respond to incidents and high-priority requests from customers with premium support coverage. This workstream may involve time sensitive and high priority requests after normal business hours. At Modern Treasury Customer Support is deeply involved throughout the identification, response, and retrospective stages of an incident, working closely with EPD teams to identify root causes and drive product changes that prevent issues from recurring.
• Reconciliation Operations: Leverage deep knowledge of Modern Treasury's object structures, data architecture, and fundamentals of reconciliation in order to investigate changes or new patterns in bank integration reporting, manually reconcile objects, improve reconciliation logic using rubular, and give feedback to Engineering, Product, and Bank Operations teams in order to address upstream data (ingestion and normalization) and process problems.
• Project Management: Identify gaps and assist in planning, developing, and implementing policies, procedures, performance standards, and other projects to improve Customer Support operations and the way internal and external users work with Modern Treasury
• Process Improvement: Use data-driven methodologies to collate customer feedback and trends. Share customer- and product-specific recommendations with EPD and GTM in order to mitigate recurring issues or develop new capabilities that increase our customers' operational efficiency.

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.

What we're looking for:

• 4+ 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.
• 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 managing high quality projects, process improvement, and change management.
• Experience with business intelligence tools such as Looker, DataDog, and Sentry.

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

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.