Senior Support & Integrations Engineer (L3)

VoPay International Inc.

- Vancouver, BC

Full-Time On-Site About VoPay

VoPay’s Fintech-as-a-Service platform enables any business to embed financial services and payment capabilities into their existing applications, products, or services through a single, scalable API. Our integrated technology gives product managers and developers the flexibility and speed to build innovative financial solutions in a rapidly evolving industry.

The Opportunity The

Senior L3 Support & Integrations Engineer is a senior technical role responsible for owning the most complex customer and partner escalations, safeguarding live payment operations, and raising the technical bar across VoPay's support organization. This role goes beyond standard L3 ownership: in addition to independently resolving advanced technical issues end-to-end, the Senior L3 Engineer sets technical direction for the broader support team, mentors L2/L3 engineers, and acts as a trusted technical partner to Engineering, Product, and Customer Success leadership.

This position requires deep technical judgment built over years of hands-on experience with APIs, integrations, transaction processing, and production systems, and the maturity to lead through complexity, ambiguity, and high-stakes incidents with minimal oversight. Key responsibilities:

Technical Support and Issue Resolution

Act as the senior-most L3 owner for the most complex customer, partner, and internal support issues, including those beyond the scope of the existing L3 team

Investigate and resolve advanced technical issues related to APIs, integrations, transaction processing, and system behaviour

Review and troubleshoot transaction delays, failures, and anomalies across payment flows

Perform root cause analysis and recommend or implement long-term fixes and mitigations

Own issues from initial investigation through resolution, post-incident follow-up, and documentation

Escalate to Engineering or external vendors only when necessary, providing clear context and actionable findings Technical Leadership and Mentorship

Act as a technical lead and mentor for L2 and L3 support engineers





Review the work of other support engineers on complex or high-risk cases and provide guidance on approach and root cause

Help define escalation paths, ownership models, and technical standards for the support organization

Support the onboarding and technical training of new L2/L3 hires Integrations and Implementation Support

Review and support technical integrations for new and existing customers and partners

Lead discovery, technical design reviews, onboarding, and certification activities for higher-complexity accounts

Support integration testing, configuration reviews, and go-live readiness

Participate in technical calls with Customer Success, Sales, and Partners as needed

Provide guidance on best practices for API usage, workflows, and error handling Production Monitoring and Operations

Monitor Zendesk queues, production alerts, and system health indicators

Identify trends in customer issues, transaction delays, or operational risks, and drive resolution at the process level

Support operational analysis, reporting, and account configuration reviews

Proactively identify issues that could impact customer experience or platform reliability SOP Documentation and Continuous Improvement

Own and maintain internal SOPs, runbooks, and troubleshooting documentation for the support organization

Contribute to customer-facing knowledge base articles where appropriate

Identify gaps in tooling, documentation, or processes and drive improvements end-to-end

Partner with Support Management to refine workflows and escalation models Cross-Functional Collaboration

Work closely with Engineering, Product, and Customer Success leadership

Provide technical input on product changes, operational improvements, and feature requests





Assist Engineering by reproducing issues and validating fixes prior to release

Act as a trusted technical voice in cross-functional planning discussions Required Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience

5+ years of experience in a technical support, integrations, or backend-adjacent role within a SaaS or fintech environment

Demonstrated experience operating at a senior escalation-level (L3) or above, with a track record of owning the most complex production issues end-to-end

Demonstrated experience mentoring, leading, or setting technical direction for other support or technical engineers

Proven experience troubleshooting complex technical issues, including APIs, integrations, and system configurations

Strong proficiency working with MySQL or similar database systems for investigation and analysis

Solid understanding of payment processing concepts, transaction lifecycles, and operational workflows

Demonstrated ability to independently investigate, diagnose, and resolve complex issues end-to-end, with minimal oversight

Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences, including leadership

Strong problem-solving and analytical skills, with high attention to detail and solid documentation habits

Ability to work effectively in a fast-paced environment while managing multiple priorities and competing escalations Preferred Qualifications: Backend development experience in any modern programming language

Experience working with APIs beyond troubleshooting, such as reviewing implementations or integration flows

Familiarity with AWS concepts and services such as EC2, S3, and RDS

Experience supporting payment technology or SaaS environments

Experience working directly with external partners, vendors, or financial institutions

Prior experience building or scaling a support function (SOPs, escalation models, hiring/training) Compensation Range $80,000.00 - $90,000.00 per year

📌 Senior Support & Integrations Engineer (Vancouver)
🏢 VoPay
📍 Vancouver