Intermediate Technical Support Representative, FISPAN
CA$71-77k
+ Semi-annual bonus plan and equity grants
ERP banking platform
Be an early applicant
ERP banking platform
101-200 employees
Be an early applicant
CA$71-77k
+ Semi-annual bonus plan and equity grants
101-200 employees
Company mission
FISPAN's mission is to help banks easily connect with their corporate clients.
Role
Who you are
- Education: High School graduation. Technical or payment industry training is considered an asset
- Experience: At least 3 years in a technical support or customer service role. Experience in the payment/banking industry is considered a bonus
- Proactive communication: You possess excellent communication skills, proactively escalating issues and contributing thoughtfully to collaborative team discussions
- Curiosity: You possess a natural curiosity and demonstrate a strong aptitude for developing innovative, non-traditional solutions
- You need to have strong attention to detail, critical thinking and great judgment. You are the kind of person people call for advice or to have a second look at something important
- Superb customer service skills
- You are super interested in technology and how money gets from point A to Point B
- A second language not necessary but is an asset
- Someone who is wanting to make an opportunity their own
- Looking for growth potential in the role and organization
What the job involves
- Subject Matter Expert:
- Demonstrate a strong understanding of FISPAN software and products to facilitate effective troubleshooting of clients’ technical issues of a complex nature
- Ability to Support team members through Questions and Issues raised during team discussions
- Deliver Excellent Client Experience:
- Ensure that all client SLAs are met and/or exceeded
- Provide quality and expedient responses to clients either on call or through tickets
- Troubleshooting and Problem Resolution:
- Work with Clients and Partners to troubleshoot technical support topics including ERP and Platform issues
- Responsible for ownership and successful resolution of all tickets within Tier 1, including, but not limited to, triage, determining scope and severity of issues and communicating workaround solutions/prevention measures
- Perform in-depth technical analysis and investigative troubleshooting using telemetry platforms such as Honeycomb, Datadog, overseeing portal administration across platforms like Sage Intacct, Netsuite, BC356 and Workday, while resolving intricate ERP integration system errors
- Identifying emerging incidents and escalating appropriately through proper channels
- Documentation and Process Improvement:
- Deliver knowledge base sessions to Tier 1 to assist in upskilling team members using real case examples
- Collaborate with Product/SET/Tier 2 teams to provide insights into emerging issues and develop scalable solutions
- Continue to make our processes better through feedback and observational insights to help drive operational efficiency
- AI and Automation Development:
- Architecting, testing, and deploying automation workflows, such as utilizing Gemini "gem" integrations, n8n and Jira
Our take
Small/medium-sized businesses (SMBs) have come under heightened operational pressure over recent years. It’s no help that this group has historically been radically underserved by legacy banks, but now the tide is turning: many banking institutions are doubling down on improving the quality and efficiency of their commercial banking solutions, and software company FISPAN is helping them get there.
FISPAN helps companies embed their commercial banking services into the existing ERP or accounting software used by their customers to run businesses. It’s a great way for banks to outsource the level of innovation required to keep up with commercial client demand - and, therefore, a great way of competing with the more agile neobanks, who are siphoning off legacy banking clients in substantial numbers.
FISPAN’s astute positioning has made its platform increasingly attractive for banks under pressure to keep up with the breakneck pace of change in fintech. It’s taking advantage of it too, with plans to expand to the lucrative European and Asian Pacific banking markets, and accelerated product development fuelled by 2025's Series B round of funding.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-31% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jun 2025
$30m
SERIES B
Sep 2023
$2m
SERIES A
Total funding: $69.9m
Company 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
Company HQ
Coal Harbour, Vancouver, BC
Leadership
Clayton Weir
(Co-Founder)Previously worked as a Senior Analyst and then Head of Growth at BC Tech. Underwent a Teaching Team entrepreneurship with the University of British Columbia, and spent over 5 years on the board of car-sharing co-operative Modo.
Lisa Shields
(Founder & CEO)Held senior software engineering roles at MacDonald Dettwiler and Environmental Criminology Research Inc., before moving on to found and serve as CEO/Director of gig economy global payments company Hyperwallet. They are a committee member for FinPay Canada, and on the Board of Directors for Thinkific.
Valery Novikov
(Co-Founder & CTO)Held a number of senior software roles at Netcracker Technology, before moving on to found NV Trading. Alongside work at FISPAN, they work as an Instructor at UBC Sauder School of Business.
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