layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Technical Support Specialist at Modern Treasury | LAYIQ

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

Technical Support Specialist

Employer job description

ABOUT MODERN TREASURY

WHAT YOU'LL DO

Preferred Qualifications:

About this listing