Intermediate Technical Support Representative

Our Business

FISPAN Services Inc. (FISPAN) is an Enterprise SaaS FinTech company that allows banks to deploy embedded financial products and services to create a seamless banking connection for their corporate clients. Our product aims to provide instant scale and reach for banks who want to remove friction and add value by enabling their commercial banking clients to access banking services through their preferred ERP / accounting platform.

Founded in 2016 and headquartered in downtown Vancouver, FISPAN is on a mission to create the best product in the FinTech industry and fundamentally change the way that companies bank. Being the market leader in ERP Banking, we work with the world’s Tier 1 banks with assets exceeding $3T, including J.P. Morgan Chase, Wells Fargo, TD and Bank of Montreal.

We are looking for dynamic and passionate individuals to join our high performance team and contribute to our rapid growth and exciting journey.

Key Responsibilities:

Subject Matter Expert

• Demonstrate a strong understanding of FISPAN software and products to facilitate the effective handling and resolution of clients’ complex technical issues.
• Actively champion and facilitate the transition of select Tier 2 tasks to the Tier 1/Intermediate workflow, building processes to handle higher-complexity issues on the front lines.
• Support team members by providing guidance on complex questions and issues raised during team discussions, acting as a bridge between junior staff and senior engineers.

Deliver Excellent Client Experience

• Ensure that all client Service Level Agreements (SLAs) are consistently met and/or exceeded.
• Provide high-quality, expedient, and empathetic responses to clients, whether on a live call or through the ticketing system.
• Manage Premium Support partners by proactively monitoring, investigating, and responding to system alerts to preemptively resolve issues before they impact the client.

Troubleshooting and Problem Resolution

• Take ownership of intricate support tickets, determining the scope and severity of issues, and communicating workaround solutions or preventative measures.
• Work closely with clients and partners to troubleshoot technical support topics, including intricate ERP integration errors across platforms like Sage Intacct, NetSuite, Dynamics 365 BC, and Workday

• Perform in-depth technical analysis and investigative troubleshooting using telemetry platforms (Honeycomb, Datadog) and oversee portal administration.
• Investigate and troubleshoot complex data integration issues involving APIs and SFTP connections, ensuring seamless data flow and connectivity.
• Identify emerging incidents, gauge their impact, and escalate them appropriately through proper channels.

Cross-Functional Collaboration & Product Stability

• Lead internal conversations with Tier 2, Engineering and Product teams regarding technical issues, advocating for system stability and permanent fixes to reduce client friction

Documentation and Process Improvement

• Deliver knowledge-base sessions and workshops to assist in upskilling Tier 1 team members using real case examples and post-mortem insights.

• Continuously improve team workflows and processes through feedback and observational insights to drive operational efficiency.

AI and Automation Development:

• Create, test, and deploy automation workflows utilizing integrations with Gemini, N8N, Zendesk, and Jira to streamline support operations and reduce manual overhead.

What you need

• Education: High School graduation. Technical or payment industry training is considered an asset.
• Experience: At least 3 years in a technical support or customer service role. Experience in the payment/banking industry is considered a bonus.
• Proactive communication: You possess excellent communication skills, proactively escalating issues and contributing thoughtfully to collaborative team discussions.
• Curiosity: You possess a natural curiosity and demonstrate a strong aptitude for developing innovative, non-traditional solutions.
• You need to have strong attention to detail, critical thinking and great judgment. You are the kind of person people call for advice or to have a second look at something important.
• Superb customer service skills
• You are super interested in technology and how money gets from point A to Point B.
• A second language not necessary but is an asset
• Someone who is wanting to make an opportunity their own
• Looking for growth potential in the role and organization

Why Work With Us?

✨ Visionary Team, Proven Results

Our leadership bench brings deep, collective experience in scaling high-growth FinTech companies through major funding cycles and critical market inflection points. This expertise creates a stable foundation, allowing you to focus on building and innovating. You will benefit directly from mentorship, expand your professional network, and learn the strategic decision-making processes required to lead a global, mature technology company.

🚀 Accelerated Career Ownership & DEI Commitment

We are an emerging high-growth company, and that means your career trajectory here is accelerated. Our employees are immediately given a high level of ownership and autonomy over complex, impactful projects.

As FISPAN continues to grow, we are committed to celebrating diversity, endorsing equity, and encouraging inclusion. We strive to eliminate bias throughout our recruitment process and build a culture where everyone feels they belong and can contribute their best work.

💰 Strategic Total Rewards & Wellbeing

We invest in your success. Our total compensation packages are designed to be highly competitive, including a semi-annual bonus plan and equity grants that give you a true stake in our future. Beyond your compensation, you benefit from:

• Best-in-Class Equipment: The most modern MacBook and Apple equipment.
• Prime Location: Our downtown Vancouver office offers coastal views and access to the building fitness center.

☕ Purpose-Driven Culture & Prime Perks

Our culture is the foundation of our success. We operate with a "we over me" mentality, fostering strong, collaborative bonds built on Trust and Candor. You will also enjoy: fully stocked cupboards, weekly catered team lunches, and daily JJ Bean coffee runs to keep your energy high and your wallet happy.

Compensation Package

FISPAN believes in an atmosphere and culture when innovation can flourish, collaboration and teamwork are valued and transparency is at the core of it all. We want our employees to see how the ideas they help generate today have an impact on how we do business tomorrow. With that, the hiring salary range for this position is $71,000 - $77,000 annually; the base pay offered is based on comparable market data from companies of similar employee size, revenue and location.

At FISPAN, we reward employees for achieving their objectives, going beyond the requirements of their job, demonstrating leadership, fostering innovation and advancing the organization as a whole. We value talented people of all backgrounds and characteristics that share our vision of being the number one platform for the business banking ecosystem.

Note: The incentive programs, benefits, and perks have certain eligibility requirements and may vary, only be partially or not at all available based on criteria such as location, employment status, etc. We’ll be happy to clarify eligibility for interviewing candidates.