Technical Support Specialist

Modern Treasury • San Francisco, CA

14d • $95,000 - $130,000 • Remote

About The Position

Modern Treasury is hiring a Technical Support Specialist to investigate, triage, and resolve issues for customers running payments on their platform. This role reports to the Manager of Customer Support and sits at the intersection of customers, products, and engineering teams. The work involves nuanced investigations across APIs, bank and network reporting, ledger balances, and onchain settlement, meaning the work is rarely repetitive. The specialist will have agency in their day-to-day, and their findings will directly shape product and process decisions. Modern Treasury leverages AI heavily, and 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.

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

Nice To Haves

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

Responsibilities

• 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed