Technical Support Specialist

10 hours ago

🇺🇸 United States – Remote

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

💵 $80k - $115k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🦅 H1B Visa Sponsor

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Modern Treasury

WebsiteLinkedInAll Job Openings

51 - 200 employees

💸 Finance

💳 Fintech

☁️ SaaS

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. • 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. • 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.

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

• Placement within this range depends upon a variety of factors, including prior experience, skill set and location. • Our compensation also includes generous benefits and company equity.