Level 3 Platform Support

Flexspring, Inc.; Quebec; On-site; CAD 80,000 - 105,000; Full time

Benefits offered by this job

Work from home with flexible hours

4 weeks paid vacation annually

Comprehensive health benefits

Team events

Access to cutting-edge technologies

Job summary

Flexspring, Inc. is seeking an L3 Platform Support professional to resolve complex escalated issues on our integration platform, diagnosing whether problems come from internal code or external data sources.

You will collaborate with the Integration Support/Platform engineer lead to write fixes and patch scripts. The role involves analyzing BPMN processes, patching integrations, coordinating via Jira, and contributing to on-call rotations for P1 incidents outside business hours.

Qualifications

• Bachelor's degree or college diploma in IT/CS.
• Solid BPMN knowledge and process/workflow understanding.
• Experience troubleshooting application integrations and API-based data connectors (REST/SOAP, webhooks, file-based transfers).
• Ability to read and debug scripts/code to diagnose and patch integration issues.
• Strong analytical skills with the ability to distinguish internal vs external root causes under time pressure.
• Comfortable working through structured ticketing/escalation processes (Jira).

Responsibilities

• Investigate and resolve escalated (L3) production bugs, integration anomalies, and deep-level integration failures.
• Analyze BPMN process flows and connector logic to pinpoint root causes and determine internal vs external sources.
• Write integration fixes and patch scripts to resolve escalated issues.
• Handle L3/production issues exclusively via the Jira ticket queue, coordinating with QA & Incident Manager.
• Collaborate with Cloud Engineering when issue is infrastructure-related and follow escalation rules.
• Maintain and deepen platform knowledge across Flexspring's connectors to speed up diagnosis.
• Contribute to the on-call rotation for P1 incidents outside business hours.
• Document root causes and resolutions to reduce repeat escalations.

Skills

BPMN knowledge

API integrations

Script debugging

Root-cause analysis

Jira

Structured ticketing

Analytical thinking

Time management

Cloud/AWS familiarity

Education

Bachelor's degree or college diploma in IT/CS

Tools

Jira

Job description

At Flexspring, you will have the autonomy and flexibility to tackle your role in a way that is right for you. We foster a learning culture that will allow you to develop new skills and progress in your career.

Who We Are

Flexspring is an iPaaS (Integration Platform as a Service) company specializing in HR data integrations. We partner with HR teams and HR software companies to design and deliver custom integrations that connect HR, payroll, and business systems, reduce manual work, improve data accuracy, and help people's operations run more efficiently.

The Role

As our L3 Platform Support, you will resolve the most complex escalated issues on Flexspring's integration platform ; diagnosing whether anomalies originate from internal defects (our code, configuration, BPMN process logic) or from external sources (client data, third-party systems, connector behavior). You will work closely with our Integration Support/Platform engineer lead to write fixes, patch scripts, and bring deep BPMN and connector expertise to bear on escalated tickets, ensuring production integrations run reliably for our clients.

What You'll Do

• Investigate and resolve escalated (L3) production bugs, integration anomalies, and deep-level integration failures reported by clients, internal users, or monitoring alerts.
• Analyze BPMN process flows and connector logic to pinpoint root cause and determine whether an issue originates internally (Flexspring code/config) or externally (client data, third-party API/system behavior).
• Write integration fixes and patch scripts to resolve escalated issues.
• Work all L3/production issues exclusively through the Jira ticket queue, coordinating with the QA & Incident Manager who dispatches and prioritizes incoming work ; no direct/ad hoc troubleshooting requests.
• Collaborate with Cloud Engineering when an issue is determined to be infrastructure-related, and hand off accordingly per the department's escalation rules.
• Maintain and deepen platform-specific knowledge across Flexspring's supported applications and data connectors to speed up future diagnosis.
• Contribute to the on-call rotation for P1 incidents outside business hours, paired with a member of the Cloud Platform team.
• Document root causes and resolutions clearly to build institutional knowledge and reduce repeat escalations.

What You Get

• Work from home with flexible hours.
• 4 weeks of paid vacation annually.
• Comprehensive health benefits package for you and your family.
• Team events and opportunities to connect with colleagues.
• Opportunity to work with cutting-edge technologies.

What You Bring

Must Have

• Bachelor's degree or College Diploma in Information Technology, Computer Science, or equivalent experience.
• Solid understanding of BPMN (Business Process Model and Notation) and process/workflow logic.
• Experience troubleshooting application integrations and API-based data connectors (REST/SOAP, webhooks, file-based transfers).
• Ability to read and debug scripts/code to diagnose and patch integration issues.
• Strong analytical skills with the ability to distinguish internal vs. external root causes under time pressure.
• Comfortable working through structured ticketing/escalation processes (Jira).

Nice to Have

• Prior experience with HR, payroll, or business systems integrations (iPaaS environments).
• Familiarity with cloud infrastructure basics (AWS) to support cross-team escalations to Cloud Engineering.
• Experience in a client-facing or SaaS production support role.

For more information about Flexspring, visit: https://www.flexspring.com/

Equal Opportunity Employer Statement

Flexspring is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Flexspring are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Flexspring does not tolerate discrimination or harassment based on any of these characteristics. Flexspring encourages applicants of all ages.