Technical Support Specialist

San Francisco, Remote. Posted 4 days ago

The role

This person will investigate, triage, and resolve issues for customers running payments on the platform. The role involves working with APIs, bank and network reporting, ledger balances, and onchain settlement.

What you will do

Establish expertise in money movement fundamentals and core products
Investigate and resolve issues reported by internal and external customers within SLAs
Support customers across payment programs and route risk, compliance, and commercial questions
Participate in a 24/7 response team covering incidents and high-priority requests
Work with Engineering and Product teams to find root causes and prevent recurrence
Investigate changes in bank and network reporting and manually reconcile objects
Identify gaps and build policies, procedures, and performance standards
Use data-driven methods to surface customer and product trends
Use AI tools to accelerate investigation and build repeatable workflows

Required qualifications

4+ years in customer-facing technical roles at B2B SaaS companies
Experience with REST APIs and integration protocols including JSON/XML, FTP/FTPS/SFTP
Experience with API concepts such as idempotency and pagination
Proven ability to troubleshoot issues in production environments
Excellent written communication
Experience using AI agents in a work environment
Comfortable working standard business hours aligned with Pacific Time

Nice to have

Background in payments, fintech, or financial systems, especially PSP, marketplace, or embedded payments models
Familiarity with stablecoin settlement, ledgering, and reconciliation workflows
Experience with SQL and observability or BI tools such as Hex, Datadog, and Sentry
Experience in process improvement and change management
Familiarity with Pylon or AI-native support tools

Before you apply

Modern Treasury participates in E-Verify to confirm authorization to work in the U.S.

About the company

Modern Treasury provides trusted infrastructure for money movement. The company helps teams launch and scale payment experiences in days, not months.