Technical Support Specialist

2 days ago

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Modern Treasury

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Description

• This position can be based out of San Francisco, New York, or remote (we accept candidates from many states). • 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. • As a member of the Customer Support function, you will: • Contribute to the smooth day-to-day operation of the Support team, including managing customer escalations effectively. You will work primarily with Customer Success Managers (CSMs) on customer-facing communications and with Engineering on internal escalations to meet and exceed our service level commitments. You will also collaborate with Product, Bank Partnerships, Sales, Marketing, and Finance from time to time depending on the nature of individual customer requests. • 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. Share relevant customer-specific and product-specific recommendations with Engineering and Product to alleviate recurring issues or develop new capabilities that increase our customers’ operational efficiency. • Assist in planning, developing, and implementing policies, procedures, performance standards, and training programs for the Customer Support team. • Leverage your SQL data analysis, business intelligence, and API troubleshooting skills to either resolve common technical questions or diagnose issues in-depth before triaging to the Engineering team.

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.

Benefits

• Offers Equity