Technical Support Specialist, Modern Treasury
$95-130k
Offers Equity
More information about location
Payment operations solutions
Open for applications
Payment operations solutions
101-200 employees
Open for applications
$95-130k
Offers Equity
More information about location
101-200 employees
Company mission
To transform how teams mov and track money - to support impactful businesses rooted in trust and transparency.
Role
Who you are
- 4+ 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
- 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 in managing high quality projects, process improvement, and change management
- Experience with business intelligence tools such as Looker, DataDog, and Sentry
What the job involves
- We are looking for a Technical Support Specialist to join our Customer Support team
- This role will report to the Manager of Customer Support and will have an immediate and lasting impact on our business by supporting core customers and products
- In this role, you will be given agency in your day to day work and your voice will be heard across internal teams
- Nuanced investigations, continual product advancement, and customer interactions mean each day is unique; there aren’t any repetitive tasks to be found here. As our team reaches goals we work together to set new ones to ensure we continually improve as a team
- Technical Support: Establish a deep understanding of technical and payment domains that are required to understand the fundamentals of money movement, while being a subject matter expert in our core products, including the nuanced dependencies and gaps between each of them. Use this knowledge, along with technical skills (in APIs, SQL, RegEx, SFTP, and JSON protocol) in order to investigate, triage, and troubleshoot issues reported by internal and external customers during business hours within our stated SLAs
- Incident Management: Participate in a 24/7 response team and respond to incidents and high-priority requests from customers with premium support coverage. This workstream may involve time sensitive and high priority requests after normal business hours. At Modern Treasury Customer Support is deeply involved throughout the identification, response, and retrospective stages of an incident, working closely with EPD teams to identify root causes and drive product changes that prevent issues from recurring
- Reconciliation Operations: Leverage deep knowledge of Modern Treasury’s object structures, data architecture, and fundamentals of reconciliation in order to investigate changes or new patterns in bank integration reporting, manually reconcile objects, improve reconciliation logic using rubular, and give feedback to Engineering, Product, and Bank Operations teams in order to address upstream data (ingestion and normalization) and process problems
- Project Management: Identify gaps and assist in planning, developing, and implementing policies, procedures, performance standards, and other projects to improve Customer Support operations and the way internal and external users work with Modern Treasury
- Process Improvement: Use data-driven methodologies to collate customer feedback and trends. Share customer- and product-specific recommendations with EPD and GTM in order to mitigate recurring issues or develop new capabilities that increase our customers’ operational efficiency
- During your first week you will:
- Complete our company onboarding process where you will learn all about Modern Treasury – our values, our history, our product, our brand – and meet various teams via small-group sessions alongside your onboarding peers
- Get acquainted with our products with self-guided and hands-on training with an onboarding buddy
- Develop an understanding of our customers, user personas, sales process, and customer stories
- Read our favorite industry primers
- During your first six weeks you will:
- Meet and build relationships with leaders and members of the Customer Success, Engineering, Product, Sales, and Marketing teams
- Shadow CSMs, and other Technical Support Specialists, while responding to customers’ daily support inquiries as part of your technical onboarding. Through this, you will gain a deep understanding of our customers, their use cases, and the various stages of their journey with Modern Treasury
- Become a technical expert in Modern Treasury’s product suite and partner closely with the Customer Success and Engineering teams to support our customers. This is an important step towards understanding our customers, the problems we solve for them, the processes we need to build, and the key decisions we need to make as we scale the Support team
- Be shadowed as you begin to respond to inbound support inquiries
- During your first six months you will:
- Support customers via email and Slack with a high degree of autonomy within our stated SLAs
- Own customer requests through resolution, working cross-functionally - with Product, Engineering, Customer Success and other teams - as needed
- Contribute to internal and external self-help documentation
- Identify areas of opportunity and manage projects to refine processes and systems accordingly to improve the customer experience
- Become a master in our application and API
Our take
Modern Treasury is a fintech company looking to modernize legacy B2B banking by accelerating the pace of payments. Its payments operation software offers real-time transaction tracking and an API or dashboard to help companies manage payments from a single place. With approximately $120 trillion in B2B business payments processed annually globally, Modern Treasury is tapping into a huge market opportunity.
Key to the success of its offering has been to renovate legacy payment methods, such as checks. Its software significantly reduces the processing time required to carry out transactions - and is applicable across a broad swathe of high-value sectors like real estate, healthcare, and financial services.
With rapid market expansion and accelerating digital transformation, Modern Treasury has experienced impressive growth since its 2018 founding, quickly achieving Unicorn status. Partnerships with Metropolitan Commercial Banks and products like Global ACH highlight suits value and adept navigation of a growing customer base.
Steph
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Mar 2022
$50m
SERIES C
Oct 2021
$85m
SERIES C
Total funding: $183.2m
Company HQ
Union Square, San Francisco, CA
Leadership
Dimitri Dadiomov
(CEO)They studied at Stanford and Harvard, and have held senior positions at Foundation Capital and LendingHome.
Matt Marcus
(CPO)A Dartmouth graduate and former Y Combinator member, they previously worked at LendingHome as a Senior Software Engineer.
Sam Aarons
(CTO)They studied Computer Science at Columbia and were a Senior Software Engineer at LendingHome.
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