Technical Support Specialist

Join Modern Treasury as a Technical Support Specialist, where you'll be at the intersection of our customers, products, and engineering teams. You'll investigate and resolve issues, support customers across payment programs, and work with engineering and product teams to drive changes that prevent recurrence. This role requires excellent written communication, a strong technical aptitude, and a passion for learning.

• 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, and support customers across payment programs.
• Use data-driven methods to surface customer and product trends, and bring recommendations to cross-functional teams.

• Excellent written communication, especially in async channels like email and Slack
• Comfortable working standard business hours aligned with Pacific Time
• We welcome candidates who don't meet every requirement above but demonstrate strong technical aptitude and a genuine passion for learning
• Experience with REST APIs and integration protocols including JSON/XML, FTP/FTPS/SFTP, and API concepts such as idempotency and pagination
• 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 using AI agents in a work environment
• Proven ability to troubleshoot issues in production environments
• Familiarity with Pylon or AI-native support tools
• Experience in process improvement and change management
• Experience with SQL and observability or BI tools such as Hex, Datadog, and Sentry
• Familiarity with stablecoin settlement, ledgering, and reconciliation workflows
• Background in payments, fintech, or financial systems, especially PSP, marketplace, or embedded payments models