Technical Support Specialist

3 weeks ago

New York, New York, United States Modern Treasury Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our Customer Support team at Modern Treasury. This role will report to the Manager of Customer Support and will have a significant impact on our business by supporting core customers and products.

Key Responsibilities
  • Contribute to the smooth day-to-day operation of the Support team, including managing customer escalations effectively.
  • Collaborate cross-functionally with Engineering, Product, and other teams on projects that impact how internal and external users work with Modern Treasury.
  • Participate in a rotational on-call schedule to support customers that have 24/7 access for P0 & P1 incidents.
  • Use data-driven methodologies to collate customer feedback and trends, and share relevant customer-specific and product-specific recommendations with Engineering and Product.
  • Assist in planning, developing, and implementing policies, procedures, performance standards, and training programs for the Customer Support team.
About Modern Treasury

Modern Treasury is the operating system for money movement. Our payment operations platform combines a suite of APIs and dashboards to help companies unlock new payments revenue, strengthen customer experiences, and drive efficiency through their business.

Requirements
  • 2+ 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.
  • Experience in process improvement and documentation.
  • Experience with case management solutions such as Zendesk, Salesforce Service Cloud, Linear, etc.
  • 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 with business intelligence tools such as Looker, DataDog, and Sentry.
What We Offer

At Modern Treasury, we are committed to equal employment opportunity and do 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.

We participate 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.

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