Payments Support Engineer - AI-Driven & SaaS

Modern Treasury; New York (NY); On-site; USD 95,000 - 130,000; Full time

Job summary

Modern Treasury is seeking a Technical Support Specialist to investigate, triage, and resolve issues for customers using our payments platform. You will bridge customers, product, and engineering, gaining deep product literacy and applying AI tools to speed investigations.

You will join a team that handles incidents, works across payment programs, and strives to improve processes and customer outcomes through data-driven decisions.

Qualifications

• 4+ years in a customer-facing technical role at B2B SaaS companies.
• Experience with REST APIs and protocols including 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

• Investigate, triage, and resolve customer issues within SLAs.
• Own incidents and coordinate with premium support customers, including after-hours escalations.
• Work with Engineering and Product on root-cause analysis and preventive changes.
• Identify gaps and build scalable policies, procedures, and standards.
• Leverage data to surface trends and drive cross-functional improvements.
• Utilize AI tools to accelerate investigations and build repeatable workflows.

Skills

4+ years experience

REST APIs

Written comms

AI agents

PT hours

Tools

SQL

Hex

Datadog

Sentry

Job description

Modern Treasury is seeking a Technical Support Specialist to investigate, triage, and resolve issues for customers using our payments platform. You will bridge customers, product, and engineering, gaining deep product literacy and applying AI tools to speed investigations.

You will join a team that handles incidents, works across payment programs, and strives to improve processes and customer outcomes through data-driven decisions.