Technical Support Engineer - Tier 2

Bankjoy; Toronto; Remote; CAD 75,000 - 85,000; Full time

Job summary

An innovative fintech startup is seeking Technical Support Engineers to enhance client experiences in digital banking. In this role, you will troubleshoot issues, collaborate with cross-functional teams, and contribute to documentation improvements. You'll work in a fast-paced environment, ensuring reliability and security for community banks and credit unions. This role offers the chance to make a significant impact in transforming banking tech infrastructure while growing alongside a supportive team. If you are passionate about problem-solving and client success, this opportunity is perfect for you.

Benefits

100% medical, dental and vision coverage

Stock options

401(k) plan with 4% company matching

3-5 weeks PTO

15 holidays

Performance-based bonuses

Remote first culture

Qualifications

• 7+ years of experience in technical support within fintech or B2B SaaS.
• Strong troubleshooting skills with a focus on APIs and cloud platforms.

Responsibilities

• Handle support cases from clients via Salesforce and Jira.
• Troubleshoot Tier I/II issues and perform database updates.

Skills

Troubleshooting skills

Client communication

APIs knowledge

Cloud-based platforms

Problem-solving

Tools

Salesforce

Jira

Datadog

Job description

Who We Are

Bankjoy is a Y Combinator and Bessemer Venture Partner backed FinTech startup. We are changing the way community banks and credit unions do business, enabling them to become tech-driven and digital first. Bankjoy provides modern digital banking products including mobile banking, online banking, online account opening, loan origination, and conversational AI. Our mission is to revolutionize banking tech infrastructure by leading digital transformation at financial institutions — big and small.

The Role

Base salary range: $75,000-$85,000 CAD/year

We’re hiring two Technical Support Engineers to join our dynamic support team for our digital banking platform, trusted by credit unions and community banks across North America. In this role, you’ll be at the forefront of delivering an exceptional client experience, helping financial institutions serve their members and customers with reliability, security, and innovation. If you’re passionate about problem-solving, collaborating across teams, and making a real impact in the fintech space, we’d love to hear from you.

Why You’ll Love this Role:

• You’ll be the go-to problem-solver for our clients.
• You’ll get hands-on with real-time issues in a fast-moving environment.
• Your voice matters–collaborate directly with Product and Engineering to drive improvements.
• You’ll grow alongside a supportive, experienced team that’s serious about innovation and client success.

What You’ll Do

• Handle incoming support cases from financial institution clients via Salesforce and Jira.
• Troubleshoot Tier I/II issues including integration failures, configuration issues, user-facing problems, and platform behavior. Perform database updates and maintenance using pre-approved scripts.
• Review logs and metrics in Datadog to identify root causes and common issue patterns.
• Collaborate cross-functionally with implementation, product, and engineering teams.
• Maintain high-quality, professional communication with clients throughout the support process.
• Contribute to internal documentation and support process improvements.

What You Bring

• 7+ years of experience in a technical support role within a fintech or enterprise B2B SaaS company (required).
• Strong troubleshooting skills with a focus on APIs, cloud-based platforms, and enterprise software systems.
• Hands-on experience with core banking integrations, SSO, and payment processing systems.
• Familiarity with monitoring tools (e.g., Datadog) and ticketing systems (e.g., Jira, Salesforce).
• Excellent written and verbal communication skills, with a client-first mindset.
• Comfortable working in a fast-paced, remote-first environment.

Nice to Have

• Familiarity with banking cores or integrations (e.g., Symitar, Corelation).
• Experience supporting APIs and mobile/web application platforms.
• Scripting or API testing knowledge (e.g., Postman).

Interview Process

We believe hiring is a two-way street. This process is designed to help us get to know you, and for you to get to know us! Here's what to expect:

• Step 1: Preliminary Interview (30 minutes)
  Interviewer: Senior Talent Partner
  A conversation to learn about your background, experience, and career goals.
• Step 2: Culture Interview (45 minutes)
  Interviewer: Chief Operating Officer & Co-Founder
  A discussion about how you would fit into our team, with some light job-related technical questions.
• Step 3: Hiring Manager Interview (30 minutes)
  Interviewer: Technical Support Manager
  An interview focused on your experience, skills, and the role.
• Step 4: Live Technical Interview (45 minutes)
  Interviewer: Technical Support Manager
  A deep dive into your technical skills and problem-solving approach.
• Step 5: Reference Check
  We’ll connect with a few people who can speak to your experience and strengths.
• Step 6: Offer
  If all goes well, we’ll be thrilled to welcome you to the Bankjoy team!

We’re committed to keeping the process transparent and moving quickly, so feel free to ask questions along the way.

What You Get

• A fast-paced and collaborative environment.
• Competitive compensation.
• Stock options at a well-funded startup.
• 100% medical, dental and vision coverage for you on our base plans.
• 50% coverage for families in the US & 100% coverage for families in Canada.
• 401(k) plan with 4% company matching (US Employees).
• 3-5 weeks PTO depending on tenure.
• 5 health days.
• 15 holidays.
• End of year shutdown.
• Performance-based bonuses (US & Canadian Employees).
• Remote first culture.

Equal Employment Opportunities at Bankjoy

Bankjoy is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Bankjoy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

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