Senior Support & Integrations Engineer (L3)VoPay International Inc. - Vancouver, BCFull-Time On-SiteAbout VoPayVoPay'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 OpportunityThe 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 ResolutionAct 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 teamInvestigate and resolve advanced technical issues related to APIs, integrations, transaction processing, and system behaviourReview and troubleshoot transaction delays, failures, and anomalies across payment flowsPerform root cause analysis and recommend or implement long-term fixes and mitigationsOwn issues from initial investigation through resolution, post-incident follow-up, and documentationEscalate to Engineering or external vendors only when necessary,



providing clear context and actionable findingsTechnical Leadership and MentorshipAct as a technical lead and mentor for L2 and L3 support engineersReview the work of other support engineers on complex or high-risk cases and provide guidance on approach and root causeHelp define escalation paths, ownership models, and technical standards for the support organizationSupport the onboarding and technical training of new L2/L3 hiresIntegrations and Implementation SupportReview and support technical integrations for new and existing customers and partnersLead discovery, technical design reviews, onboarding, and certification activities for higher-complexity accountsSupport integration testing, configuration reviews, and go-live readinessParticipate in technical calls with Customer Success, Sales, and Partners as neededProvide guidance on best practices for API usage, workflows, and error handlingProduction Monitoring and OperationsMonitor Zendesk queues, production alerts, and system health indicatorsIdentify trends in customer issues, transaction delays, or operational risks, and drive resolution at the process levelli> Support operational analysis, reporting, and account configuration reviewsProactively identify issues that could impact customer experience or platform reliabilitySOP Documentation and Continuous ImprovementOwn and maintain internal SOPs, runbooks, and troubleshooting documentation for the support organizationContribute to customer-facing knowledge base articles where appropriateIdentify gaps in tooling, documentation, or processes and drive improvements end-to-endPartner with Support Management to refine workflows and escalation modelsCross-Functional CollaborationWork closely with Engineering, Product, and Customer Success leadershipProvide technical input on product changes, operational improvements,



and feature requestsAssist Engineering by reproducing issues and validating fixes prior to releaseAct as a trusted technical voice in cross-functional planning discussionsRequired Qualifications:Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience5+ years of experience in a technical support, integrations, or backend-adjacent role within a SaaS or fintech environmentDemonstrated experience operating at a senior escalation-level (L3) or above, with a track record of owning the most complex production issues end-to-endDemonstrated experience mentoring, leading, or setting technical direction for other support or technical engineersProven experience troubleshooting complex technical issues, including APIs, integrations, and system configurationsStrong proficiency working with MySQL or similar database systems for investigation and analysisSolid understanding of payment processing concepts, transaction lifecycles, and operational workflowsDemonstrated ability to independently investigate, diagnose, and resolve complex issues end-to-end, with minimal oversightExcellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences, including leadershipStrong problem-solving and analytical skills, with high attention to detail and strong documentation habitsAbility to work effectively in a rapid-paced environment while managing multiple priorities and competing escalationsPreferred Qualifications:Backend development experience in any modern programming languageExperience working with APIs beyond troubleshooting, such as reviewing implementations or integration flowsFamiliarity with AWS concepts and services such as EC2, S3, and RDSExperience supporting payment technology or SaaS environmentsExperience working directly with external partners, vendors, or financial institutionsPrior experience building or scaling a support function (SOPs, escalation models, hiring/training) #J-18808-Ljbffr

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