Senior Production Support Specialist

Our Business

FISPAN Services Inc. (FISPAN) is an Enterprise SaaS FinTech company that allows banks to deploy embedded financial products and services to create a seamless banking connection for their corporate clients. Our product aims to provide instant scale and reach for banks who want to remove friction and add value by enabling their commercial banking clients to access banking services through their preferred ERP / accounting platform.

Founded in 2016 and headquartered in downtown Vancouver, FISPAN is on a mission to create the best product in the FinTech industry and fundamentally change the way that companies bank. Being the market leader in ERP Banking, we work with the world's Tier 1 banks with assets exceeding $3T, including J.P. Morgan Chase, Wells Fargo, TD and Bank of Montreal.

We are looking for dynamic and passionate individuals to join our high performance team and contribute to our rapid growth and exciting journey. This is a permanent full-time position.

Responsibilities

• Day-to-day Operations: Maintain a strong understanding of FISPAN software and products to facilitate effective troubleshooting of clients' technical issues of a complex nature.
• 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.
• Incident Management: Act as the primary point of contact for all technical incidents reported by users or detected through monitoring systems.
• Prioritize and manage incidents according to established protocols and service level agreements (SLAs).
• Investigate root causes of incidents and implement effective solutions to minimize impact and prevent recurrence.
• Escalate critical incidents to appropriate teams or management for further investigation and resolution.
• Provide timely updates and resolutions to stakeholders and maintain accurate incident records.
• Problem Management: Lead efforts to identify and resolve underlying problems causing recurring incidents.
• Conduct thorough root cause analysis to determine the origin of problems and develop permanent solutions.
• Collaborate with cross-functional teams to implement preventive measures and improve system stability.
• Mentoring and Training: Provide guidance, coaching, and mentorship to junior team members to enhance their technical skills and knowledge.
• Facilitate knowledge sharing sessions and contribute to the development of training materials.
• Encourage a culture of continuous learning and professional growth within the team.
• Bank Partner Support: Maintain strong relationships with bank partners and serve as a liaison between the technical support team and external stakeholders.
• Coordinate support activities with bank partners to ensure alignment with their business objectives and service level expectations.
• Proactively communicate updates, issues, and resolutions to bank partners to maintain transparency and trust.

Requirements:

• Experience: At least 3-5 years in a production support role.
• Education: Minimum College Diploma or equivalent.
• Excellent written and verbal English proficiency

Why Work With Us?

• Experienced Team: Our CEO is Lisa Shields, a renowned tech entrepreneur whose previous venture, Hyperwallet, was purchased by Paypal and ranks as one of the largest Canadian technology company acquisitions. Lisa is backed by a seasoned leadership team with vast experience scaling technology companies from start-up through growth phases to acquisition. In joining our team you will benefit from that experience and associated mentorship opportunities, and further build your network and knowledge base.
• High Growth Environment: FISPAN is an emerging high growth company, and that implies autonomy and leadership over projects. Our employees hold a higher level of responsibility and are presented with various hands-on opportunities from the get-go. We want our team to reach their full potential and career aspirations, and FISPAN helps foster that.
• Rich Culture: The Company's culture is its greatest asset, and our team members form bonds that last a lifetime. We plan company-wide events, both virtual and in-person, and other activities to foster togetherness and help drive engagement. We also understand that personal growth happens on multiple levels, and so encourage a work-life balance with ample time to spend with family, explore new ideas and develop hobbies.
• Perks: Our prime downtown Vancouver office is close to a Skytrain, prestige shopping, and coastal views. FISPAN employees have access to our building fitness center and amenities, fully stocked cupboards, weekly team lunches, and daily coffee runs. We also set our employees up for success by providing the most modern MacBook and Apple equipment.

Compensation Package

FISPAN believes in an atmosphere and culture when innovation can flourish, collaboration and teamwork are valued and transparency is at the core of it all. We want our employees to see how the ideas they help generate today have an impact on how we do business tomorrow.With that, the hiring salary range for this position is $93,170-$109,470 annually; the base pay offered is based on comparable market data from companies of similar employee size, revenue and location.As part of our total rewards offering, permanent employees in this position may be eligible for our competitive semi-annual bonus program, subject to program eligibility requirements.

At FISPAN, we reward employees for achieving their objectives, going beyond the requirements of their job, demonstrating leadership, fostering innovation and advancing the organization as a whole. We value talented people of all backgrounds and characteristics that share our vision of being the number one platform for the business banking ecosystem.

Other components of our towards rewards offerings include support of career development, wellbeing, and personal growth.

• Extended health and dental benefits
• Paid time off
• Savings and retirement plan matching
• Parenthood top-up
• Mentorship programs, and leadership series (to name a few)

Note: The incentive programs, benefits, and perks have certain eligibility requirements and may vary, only be partially or not at all available based on criteria such as location, employment status, etc. We'll be happy to clarify eligibility for interviewing candidates.

Diversity, Equity & Inclusion

As FISPAN continues to grow, we are committed to celebrating diversity, endorsing equity, and encouraging inclusion, and eliminating bias in our recruitment process.

For any inquiries, please contact or