Top Benefits
About the role
Who you are
- Education: Minimum Bachelor’s Degree or equivalent
- Technical or payment industry training is considered an asset
- Experience: At least 4-6 years in a technical support role. Experience in the payment/banking industry is considered a bonus
- Minimum 4 years supporting SFTP and API based technologies
- Minimum 2 years experienced with SSH/PGP/API keys
- You need to have strong attention to detail, critical thinking and great judgement. You are the kind of person people call for advice or to have a second look at something important
- Superb customer service skills
- You have a keen interest in technology and how money gets from point A to Point B
- Someone who is wanting to make an opportunity their own
- Looking for growth potential in the role and organization
- Language requirement: Bilingual in English and French
- Experience troubleshooting API system Integration issues
- Diagnose and resolve issues related to SSH key authentication failures, PGP encryption/decryption errors, and certificate validity or chain-of-trust problems
What the job involves
- We are looking for dynamic and passionate individuals to join our high performance team and contribute to our rapid growth and exciting journey
- You'll maintain a strong understanding of FISPAN software and products to facilitate effective troubleshooting of clients’ technical issues of a complex nature
- Be a part of the Customer Support incident response team and work with engineering on resolution and communications to internal and external teams for Severity 1 and 2 issues (status page and other forms of communication as required)
- Responding to alerts related to issues with our platform
- Ability to troubleshoot system integration issues when systems communicate via batch files or through API
- Diagnose and resolve issues related to SSH key authentication failures, PGP encryption/decryption errors, and certificate validity or chain-of-trust problems
- Work with Tier 1 customer support team to troubleshoot technical support topics including ERP and Platform issues
- Responsible for ownership and successful resolution of all tickets escalated from Tier 1, including, but not limited to, bug triage, determining scope and severity of issues and completing Root Cause Analysis for all Severity 1 and 2 issues
- Ensure that all client SLAs are met and/or exceeded
- Deliver knowledge base sessions to Tier 1 to advance Tier 1s troubleshooting skills, using real case examples
- Continue to make our processes better through data driven decision making to support the needs of our team including updating internal tooling, documentation and in scope engineering tasks
Benefits
- 4-Week Vacation
- Health & Wellness Coverage
- 100% Parental Leave Top-Up
- Downtown Vancouver Offices & Amenities including fitness centre
- Daily Coffee Runs & Weekly Team Lunches
- MacBook / Apple equipment
About Fi.span
FISPAN revolutionizes businesses’ financial operations by seamlessly integrating their bank into their ERP or accounting system. With FISPAN, businesses can harness the power and reliability of direct bank feeds for reconciliation and initiate payments directly from within their ERP systems, eliminating the need for manual intervention and cumbersome dual-screen accounting practices.
For banks aiming to bring their banking services closer to the heart of their client’s operations, FISPAN offers a direct partnership opportunity that simplifies the delivery of bank-branded embedded banking services to commercial clients. By partnering with FISPAN, banks can effortlessly enhance their clients’ banking experience and streamline their service offerings.
Top Benefits
About the role
Who you are
- Education: Minimum Bachelor’s Degree or equivalent
- Technical or payment industry training is considered an asset
- Experience: At least 4-6 years in a technical support role. Experience in the payment/banking industry is considered a bonus
- Minimum 4 years supporting SFTP and API based technologies
- Minimum 2 years experienced with SSH/PGP/API keys
- You need to have strong attention to detail, critical thinking and great judgement. You are the kind of person people call for advice or to have a second look at something important
- Superb customer service skills
- You have a keen interest in technology and how money gets from point A to Point B
- Someone who is wanting to make an opportunity their own
- Looking for growth potential in the role and organization
- Language requirement: Bilingual in English and French
- Experience troubleshooting API system Integration issues
- Diagnose and resolve issues related to SSH key authentication failures, PGP encryption/decryption errors, and certificate validity or chain-of-trust problems
What the job involves
- We are looking for dynamic and passionate individuals to join our high performance team and contribute to our rapid growth and exciting journey
- You'll maintain a strong understanding of FISPAN software and products to facilitate effective troubleshooting of clients’ technical issues of a complex nature
- Be a part of the Customer Support incident response team and work with engineering on resolution and communications to internal and external teams for Severity 1 and 2 issues (status page and other forms of communication as required)
- Responding to alerts related to issues with our platform
- Ability to troubleshoot system integration issues when systems communicate via batch files or through API
- Diagnose and resolve issues related to SSH key authentication failures, PGP encryption/decryption errors, and certificate validity or chain-of-trust problems
- Work with Tier 1 customer support team to troubleshoot technical support topics including ERP and Platform issues
- Responsible for ownership and successful resolution of all tickets escalated from Tier 1, including, but not limited to, bug triage, determining scope and severity of issues and completing Root Cause Analysis for all Severity 1 and 2 issues
- Ensure that all client SLAs are met and/or exceeded
- Deliver knowledge base sessions to Tier 1 to advance Tier 1s troubleshooting skills, using real case examples
- Continue to make our processes better through data driven decision making to support the needs of our team including updating internal tooling, documentation and in scope engineering tasks
Benefits
- 4-Week Vacation
- Health & Wellness Coverage
- 100% Parental Leave Top-Up
- Downtown Vancouver Offices & Amenities including fitness centre
- Daily Coffee Runs & Weekly Team Lunches
- MacBook / Apple equipment
About Fi.span
FISPAN revolutionizes businesses’ financial operations by seamlessly integrating their bank into their ERP or accounting system. With FISPAN, businesses can harness the power and reliability of direct bank feeds for reconciliation and initiate payments directly from within their ERP systems, eliminating the need for manual intervention and cumbersome dual-screen accounting practices.
For banks aiming to bring their banking services closer to the heart of their client’s operations, FISPAN offers a direct partnership opportunity that simplifies the delivery of bank-branded embedded banking services to commercial clients. By partnering with FISPAN, banks can effortlessly enhance their clients’ banking experience and streamline their service offerings.