Technical Support Engineer - Tier 2

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

Job summary

Join a forward-thinking fintech startup that is revolutionizing banking technology. As a Technical Support Engineer, you will play a crucial role in ensuring exceptional client experiences by resolving issues and collaborating with teams. This remote-first company offers competitive compensation, stock options, and comprehensive benefits, including 100% medical coverage for employees. You will thrive in a fast-paced, collaborative environment where your contributions directly impact the success of community banks and credit unions across North America. If you're passionate about problem-solving and innovation, this is the perfect opportunity for you.

Benefits

100% medical, dental, and vision coverage

401(k) plan with 4% match

Performance-based bonuses

4 weeks PTO and 5 health days

Stock options

Company-sponsored team meetups

Remote-first culture

Qualifications

• 7+ years in technical support for fintech or B2B SaaS.
• Strong troubleshooting skills in APIs and cloud platforms.

Responsibilities

• Handle support cases from clients via Salesforce and Jira.
• Troubleshoot Tier I/II issues including integration failures.

Skills

Technical Support

Troubleshooting

APIs

Cloud-based Platforms

Enterprise Software Systems

Client Communication

Tools

Salesforce

Jira

Datadog

Job description

Bankjoy delivers modern banking technology, including mobile banking, online banking, e-statements, online account opening, online loan origination, and conversational AI to banks and credit unions – big and small.

We drive goals to completion and continually innovate to scale. No solution is off the table. We aren’t captive to past practices. Excellence is imperative for our customers and team.

Be a good human

Fear is the enemy of progress. We evaluate ideas and don’t judge each other. Build trust and always seek to understand. Respect is given unconditionally.

Honesty is clarity

We take action based upon facts to drive the best decisions for the company and team. If you don’t understand, ask. If you don’t know, say it. Open communication takes practice. Practice tirelessly and be authentic.

Lift each other up

Be curious. Listen. Teach. We all learn and grow together. Support drives accomplishment.

Everyone has one life to live. Make it your best. Do the things you have to do to do the things you want to do.

A fast-paced and collaborative environment

Stock options at a well-funded startup in high growth

100% medical, dental, and vision coverage for you. We cover families at 50%.

401(k) plan with 4% match

Performance-based bonuses

Company-sponsored team meetups

4 weeks PTO and 5 health days

Remote first company

Competitive compensation

Up to 8 weeks of parental leave

Inclusive and open environment

Current Job Openings

Technical Support Engineer - Tier 2

Location

Employment Type

Full time

Location Type

Remote

Department

Operations

Compensation

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.

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)

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.

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

15 holidays

End of year shutdown

Performance-based bonuses (US & Canadian Employees)

Remote first culture

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.