技术支持专员
Technical Support Specialist
候选人需能够适应与太平洋时区一致的标准工作时间。
**职位简介**
Modern Treasury 正在招聘一名技术支持专家，负责调查、分类并解决在我们平台上运行支付的客户的问题。
该职位向客户支持经理汇报，位于我们的客户、产品和工程团队的交汇点。对 API、银行和网络报告、账本余额以及链上结算的深入调查意味着工作内容很少重复。你将在日常工作中拥有自主权，你的发现将直接影响产品和流程决策。
Modern Treasury 大量使用人工智能。此职位最适合已经使用 AI 工具并渴望继续推动 AI 最佳实践的人选。
**关于 Modern Treasury**
Modern Treasury 提供可信赖的资金流动基础设施。该公司帮助团队在几天而不是几个月内推出和扩展支付体验。通过一流的开发者工具和一个用于法币和稳定币的单一 API —— 以及内置的合规性、账本和报告功能 —— Modern Treasury 让企业能够即时、可靠且大规模地进行资金转移。
**你将负责的工作**
**以技术深度解决客户问题**
- 深入掌握资金流动的基本原理和 Modern Treasury 的核心产品，包括它们之间的复杂依赖关系
- 在我们规定的 SLA 时间内调查并解决内部和外部客户报告的问题
- 支持各种支付项目中的客户，涵盖支付限额和拒绝、法人实体和 KYC/KYB 上线、结算时间以及稳定币和法币渠道的行为，同时将风险、合规和商业问题转交给相关负责人
**负责事件和对账**
- 参与 24/7 响应团队，处理来自高级支持客户的事件和高优先级请求，包括非工作时间的时间敏感升级
- 与工程和产品团队合作，通过识别、响应和回顾找出根本原因，并推动防止再次发生的变化
- 调查银行和网络报告的变化，手动对账对象，改进对账逻辑，并向内部团队提供反馈以改进流程。
**扩大流程和影响**
- 识别差距并建立让支持随着增长而扩大的政策、流程和绩效标准
查看英文原文
_Candidates must be comfortable working standard business hours aligned with the Pacific Time Zone._
**OVERVIEW**
Modern Treasury is hiring a Technical Support Specialist to investigate, triage, and resolve issues for the customers running payments on our platform.
This role reports to the Manager of Customer Support and sits at the intersection of our customers, our products, and our engineering teams. Nuanced investigations across APIs, bank and network reporting, ledger balances, and onchain settlement mean the work is rarely repetitive. You will have agency in your day to day, and your findings will directly shape product and process decisions.
Modern Treasury leverages AI heavily. This role is best suited for someone who is already using AI tools and is eager to continue pushing the envelope on AI best practices.
**ABOUT MODERN TREASURY**
Modern Treasury provides trusted infrastructure for money movement. The company helps teams launch and scale payment experiences in days, not months. With best-in-class developer tools and a single API for fiat and stablecoins — plus built-in compliance, ledgering, and reporting — Modern Treasury enables businesses to move money instantly, reliably, and at scale.
**WHAT YOU'LL DO**
**Resolve Customer Issues with Technical Depth**
- Establish deep expertise in money movement fundamentals and Modern Treasury's core products, including the nuanced dependencies between them
- Investigate and resolve issues reported by internal and external customers within our stated SLAs
- Support customers across payment programs, covering payment limits and rejections, legal entity and KYC/KYB onboarding, settlement timing, and stablecoin and fiat rail behavior, while routing risk, compliance, and commercial questions to the right owners
**Own Incidents and Reconciliation**
- Participate in a 24/7 response team covering incidents and high-priority requests from premium support customers, including time-sensitive escalations outside business hours
- Work with Engineering and Product teams through identification, response, and retrospective to find root causes and drive changes that prevent recurrence
- Investigate changes in bank and network reporting, manually reconcile objects, improve reconciliation logic, and give feedback to internal teams in order to improve processes.
**Scale Processes and Impact**
- Identify gaps and build the policies, procedures, and performance standards that let Support scale with growth
- Use data-driven methods to surface customer and product trends, and bring recommendations to cross-functional teams
- Use AI tools to accelerate investigation, synthesize patterns across the queue, and build repeatable workflows
**WHO YOU ARE**
**Minimum Requirements:**
- 4+ years in customer-facing technical roles at B2B SaaS companies, in functions such as technical support, customer success, sales engineering, product management, engineering, or network operations
- Experience with REST APIs and integration protocols including JSON/XML, FTP/FTPS/SFTP, and API concepts such as idempotency and pagination
- Proven ability to troubleshoot issues in production environments
- Excellent written communication, especially in async channels like email and Slack
- Experience using AI agents in a work environment
- Comfortable working standard business hours aligned with Pacific Time
**Preferred Qualifications:**
- 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
_We welcome candidates who don't meet every requirement above but demonstrate strong technical aptitude and a genuine passion for learning._
_Modern Treasury is committed to equal employment opportunity and does 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. It also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics._
_Modern Treasury participates 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._