Technical Support Specialist

🕒 September 11

🏄 California, New York – Remote

🏄 California – Remote 🗽 New York – Remote

💵 $95k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 7%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Modern Treasury

WebsiteLinkedInAll Job Openings

51 - 200 employees

💸 Finance

💳 Fintech

☁️ SaaS

Finance • Fintech • SaaS

Modern Treasury is a company that provides a platform designed for payment operations in the instant economy. The company offers tools that enable businesses to automate, track, and reconcile payments in real-time, significantly improving customer experiences by integrating instant payment solutions such as RTP and FedNow. Their platform also features AI-driven automation for money movement and transaction management, offering enterprise-grade security and seamless connectivity. Modern Treasury is tailored for businesses looking to transform their operations through faster payments and increased financial visibility, making them a strategic partner for financial growth and efficiency.

📋 Description

• Investigate, triage, and resolve issues for customers running payments on Modern Treasury's platform • Establish deep expertise in money movement fundamentals and Modern Treasury's core products and dependencies • Investigate and resolve internal and external customer issues within stated SLAs • Support payment programs involving payment limits and rejections, legal entity and KYC/KYB onboarding, settlement timing, and stablecoin and fiat rail behavior • Route risk, compliance, and commercial questions to the appropriate owners • Participate in a 24/7 response team for incidents and high-priority premium-support requests, including time-sensitive escalations outside business hours • Work with Engineering and Product through incident identification, response, and retrospectives to find root causes and prevent recurrence • Investigate bank and network reporting changes, manually reconcile objects, improve reconciliation logic, and provide process feedback • Identify gaps and build policies, procedures, and performance standards for scalable Support operations • Use data-driven methods to surface customer and product trends and make recommendations to cross-functional teams • Use AI tools to accelerate investigations, synthesize queue patterns, and build repeatable workflows

🎯 Requirements

• 4+ years in customer-facing technical roles at B2B SaaS companies, including 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, idempotency, and pagination • Proven ability to troubleshoot issues in production environments • Excellent written communication, especially in asynchronous channels such as email and Slack • Experience using AI agents in a work environment • Comfortable working standard business hours aligned with Pacific Time • Preferred: background in payments, fintech, or financial systems, especially PSP, marketplace, or embedded payments models • Preferred: familiarity with stablecoin settlement, ledgering, and reconciliation workflows • Preferred: experience with SQL and observability or BI tools such as Hex, Datadog, and Sentry • Preferred: experience in process improvement and change management • Preferred: familiarity with Pylon or AI-native support tools • Must be authorized to work in the United States

🏖️ Benefits

• Equity • Generous benefits • 24/7 response-team participation for incidents and high-priority requests from premium support customers