SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: CAD 71,000 - 77,000 / annual
FISPAN is an Enterprise SaaS FinTech company that enables banks to deploy embedded financial products and services through corporate clients' preferred ERP and accounting platforms. The company works with Tier 1 banks including J.P. Morgan Chase, Wells Fargo, TD, and Bank of Montreal.
As an Intermediate Technical Support Representative, you will serve as a subject matter expert on FISPAN's software and products, handling complex technical issues for enterprise clients. Your responsibilities include:
**Subject Matter Expertise & Team Support**
Demonstrate strong understanding of FISPAN software to troubleshoot complex client technical issues. Support team members through questions and issues raised during team discussions.
**Client Experience & SLA Management**
Ensure all client SLAs are met or exceeded. Provide quality and expedient responses to clients via phone or ticket systems.
**Troubleshooting & Problem Resolution**
Own and successfully resolve Tier 1 tickets, including triage, scope/severity determination, and communicating workaround solutions. Perform in-depth technical analysis using telemetry platforms (Honeycomb, Datadog) and manage portal administration across ERP systems (Sage Intacct, NetSuite, BC356, Workday). Identify emerging incidents and escalate appropriately.
**Documentation & Process Improvement**
Deliver knowledge base sessions to upskill Tier 1 team members using real case examples. Collaborate with Product, SET, and Tier 2 teams to provide insights into emerging issues and develop scalable solutions. Drive operational efficiency through feedback and observational insights.
**AI & Automation Development**
Architect, test, and deploy automation workflows using tools such as Gemini integrations, n8n, and Jira.
The role is based in downtown Vancouver with modern equipment, fitness center access, and a collaborative culture emphasizing innovation and transparency.
**Requirements**
- Education: High school graduation minimum; technical or payment industry training is an asset
- Experience: At least 3 years in technical support or customer service role; payment/banking industry experience is a bonus
- Proactive communication with excellent escalation and collaborative discussion skills
- Natural curiosity and aptitude for developing innovative, non-traditional solutions
- Strong attention to detail, critical thinking, and sound judgment
- Superb customer service skills
- Strong interest in technology and financial services
- Second language is an asset but not required
- Growth mindset and desire to take ownership of opportunities
