Intermediate Technical Support Representative

FISPAN Services, Inc.; Vancouver; On-site; CAD 60,000 - 90,000; Full time

Job summary

FISPAN Services, Inc. is seeking a skilled Subject Matter Expert in Vancouver to deliver high-quality technical support and client experience.

You will troubleshoot ERP/Platform issues, respond to tickets, and maintain SLA commitments while collaborating with Product/SET/Tier 2 teams. You will leverage telemetry tools like Honeycomb and Datadog, manage Sage Intacct, NetSuite, Workday integrations, and contribute to automation initiatives using Gemini, n8n, and Jira.

Qualifications

• At least 3 years in a technical support or customer service role.
• Experience in the payment/banking industry is considered a bonus.
• Proactive communication and collaborative mindset are essential.
• Strong attention to detail and good judgment are required.
• A second language is an asset.

Responsibilities

• Demonstrate a strong understanding of FISPAN software and products to troubleshoot complex client issues.
• Support team members with questions and issues raised during team discussions.
• Meet and strive to exceed all client SLAs with quality responses on calls or tickets.
• Troubleshoot ERP and platform issues with clients and partners.
• Own and resolve Tier 1 tickets including triage, scope, severity, and workarounds.
• Perform in-depth technical analysis using telemetry platforms like Honeycomb and Datadog; oversee ERP integrations.
• Identify emerging incidents and escalate appropriately through proper channels.
• Deliver knowledge base sessions to Tier 1; collaborate with Product/SET/Tier 2 for scalable solutions.
• Improve processes through feedback to drive operational efficiency.
• Architect, test, and deploy automation workflows such as Gemini gem integrations, n8n and Jira.

Skills

Technical support experience

Customer service

Communication skills

Attention to detail

Curiosity

Growth mindset

Education

High School diploma

Tools

Honeycomb

Datadog

Sage Intacct

NetSuite

BC356

Workday

Gem integrations

n8n

Jira

Job description

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 effective troubleshooting of clients' technical issues of a complex nature.
• Ability to Support team members through Questions and Issues raised during team discussions.

Deliver Excellent Client Experience

• Ensure that all client SLAs are met and/or exceeded.
• Provide quality and expedient responses to clients either on call or through tickets

Troubleshooting and Problem Resolution

• Work with Clients and Partners to troubleshoot technical support topics including ERP and Platform issues.

• Responsible for ownership and successful resolution of all tickets within Tier 1, including, but not limited to, triage, determining scope and severity of issues and communicating workaround solutions/prevention measures.
• Perform in-depth technical analysis and investigative troubleshooting using telemetry platforms such as Honeycomb, Datadog, overseeing portal administration across platforms like Sage Intacct, Netsuite, BC356 and Workday, while resolving intricate ERP integration system errors.
• Identifying emerging incidents and escalating appropriately through proper channels

Documentation and Process Improvement

• Deliver knowledge base sessions to Tier 1 to assist in upskilling team members using real case examples.
• Collaborate with Product/SET/Tier 2 teams to provide insights into emerging issues and develop scalable solutions.

• Continue to make our processes better through feedback and observational insights to help drive operational efficiency.

AI and Automation Development:

• Architecting, testing, and deploying automation workflows, such as utilizing Gemini \"gem\" integrations, n8n and Jira.

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