AI-Driven Payments Tech Support Specialist

Precision Labs; San Francisco (CA); Hybrid; USD 110,000 - 140,000; Full time

Job summary

Modern Treasury is seeking a Technical Support Specialist to investigate, triage, and resolve issues for customers running payments on our platform. You will work with our product and engineering teams to deepen API knowledge and resolve complex payment, settlement, and KYC/KYB questions, with an emphasis on AI-assisted investigations.

You'll participate in a 24/7 response for premium customers, create scalable processes, and help define product improvements.

Qualifications

• 4+ years in customer-facing technical roles at B2B SaaS.
• Experience with REST APIs and integration protocols (JSON/XML, FTP/FTPS/SFTP).
• 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.

Responsibilities

• Establish deep expertise in money movement fundamentals and Modern Treasury's core products.
• 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.
• 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.

Skills

REST APIs

Troubleshooting

Communication

AI agents

Pacific Time hours

Tools

SQL

Datadog

Sentry

Hex

Job description

Modern Treasury is seeking a Technical Support Specialist to investigate, triage, and resolve issues for customers running payments on our platform. You will work with our product and engineering teams to deepen API knowledge and resolve complex payment, settlement, and KYC/KYB questions, with an emphasis on AI-assisted investigations.

You'll participate in a 24/7 response for premium customers, create scalable processes, and help define product improvements.