Technical Support Specialist

Modern Treasury
San Francisco, New York
Workplace: OnsiteFull timeUSD 95,000 - 130,000 annuallyFunction: IT Support & HelpdeskExperience: 4+ yearsSkills: ["Customer focus","Problem-solving","Collaboration","Process improvement"]

Join Customer Support as a technical and payments domain expert, investigating and troubleshooting customer-reported issues within SLAs using APIs, SQL, JSON protocols, and file transfer methods. Participate in a 24/7 incident response team, help improve reconciliation operations and logic, and collaborate cross-functionally on root-cause analysis. You’ll also plan and execute process improvements using customer feedback trends to increase operational efficiency.

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FursaFursa
Modern Treasury
Modern Treasury
13 hours ago

Technical Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Join Customer Support as a technical and payments domain expert, investigating and troubleshooting customer-reported issues within SLAs using APIs, SQL, JSON protocols, and file transfer methods. Participate in a 24/7 incident response team, help improve reconciliation operations and logic, and collaborate cross-functionally on root-cause analysis. You’ll also plan and execute process improvements using customer feedback trends to increase operational efficiency.
Location: San Francisco, New York
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Investigate, triage, and troubleshoot customer issues during business hours within stated SLAs using technical and payment domain knowledge.
  • •Participate in a 24/7 response team for incidents and high-priority requests, working through identification, response, and retrospective phases with EPD teams.
  • •Perform reconciliation operations by investigating integration reporting changes, manually reconciling objects, improving reconciliation logic, and feeding findings to engineering and operations teams.
  • •Plan and help implement projects to improve customer support operations, including policies, procedures, and performance standards.
  • •Use data-driven methods to collate customer feedback and trends, sharing recommendations with EPD and GTM to mitigate recurring issues or develop new capabilities.

Pay and Benefits

Salary: USD 95,000 - 130,000 annually
Equity and Bonus:Equity

Key Requirements

  • •4+ years in customer-facing roles at B2B SaaS companies in areas such as technical support, customer success, sales engineering, product management, engineering, or network operations.
  • •Knowledge of web connectivity and integration protocols including JSON/XML, and file transfer protocols such as FTP/FTPS/SFTP.
  • •Experience with API concepts including idempotency and pagination, plus API tooling such as Postman.
  • •Experience managing high-quality projects, process improvement, and change management.
  • •Experience with business intelligence tools such as Looker, DataDog, and Sentry.
Experience:4+ yearsB2B SaaSPayments
Skills:Customer focusProblem-solvingCollaborationProcess improvement
Tech Stack:APIsSQLRegExSFTPJSONXMLFTPFTPSPostmanIdempotencyPaginationLookerDataDogSentrySlackRubular

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Modern Treasury
Provides a payment operations platform and APIs that automate payment initiation, approvals, reconciliation, and ledgering to help companies move and track money with greater visibility and control.
Industry: Fintech Infrastructure
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2018
Glassdoor
Glassdoor: 3.7
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