Tier 2 Technical Support Agent

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Tier 2 Technical Support Agent based in Canada.

This role sits at the intersection of technical support and client-facing engineering, acting as a key escalation point for complex payment and integration issues.
You will support merchants, developers, and internal teams by troubleshooting advanced technical problems related to APIs, payment gateways, and system integrations.
The position requires strong analytical thinking to diagnose issues through logs, transaction data, and API behavior in a fast-paced SaaS environment.
You will collaborate closely with engineering, product, and QA teams to drive resolution and improve system performance.
This is a highly impactful role where your expertise directly influences merchant experience, payment reliability, and platform stability.
You will also contribute to continuous improvement by documenting solutions and sharing insights that enhance internal knowledge and product quality.

• Act as the Tier 2 escalation point for complex technical support cases coming from Tier 1 teams.
• Troubleshoot and resolve issues related to payment processing, APIs, webhooks, tokenization, and transaction flows.
• Analyze logs, API requests, and transaction data to identify root causes and recommend effective solutions.
• Collaborate with Engineering, Product, and QA teams to resolve technical issues and improve platform performance.
• Support merchants and partners with API integration, SDK configuration, and technical best practices.
• Maintain and improve internal documentation, knowledge base articles, and troubleshooting guides.
• Provide structured feedback on recurring issues to help improve product stability and user experience.
• Participate in on-call rotations and support incident response when required.
• Ensure all cases are handled with accuracy, professionalism, and timely resolution.

---

Requirements:

• 2–4 years of experience in technical support, client-facing engineering, or similar technical roles.
• Strong understanding of REST APIs, JSON, authentication methods, and webhooks.
• Knowledge of payment systems including transaction lifecycle, settlement, chargebacks, tokenization, and PCI compliance.
• Experience using debugging and monitoring tools such as Postman, Splunk, or equivalent platforms.
• Familiarity with ticketing systems such as Zendesk, Jira, or Salesforce.
• Strong problem-solving skills with the ability to analyze complex technical issues independently.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Ability to work in a fast-paced environment, both independently and collaboratively.
• Basic understanding of payment platforms such as Stripe, Adyen, or Authorize.Net is an asset.
• Exposure to scripting or querying languages such as Python or SQL is a plus.
• Familiarity with SaaS and cloud-based architectures is highly desirable.
• Must be eligible to travel to the United States when required.

---

Benefits:

• Competitive compensation ranging from $70,000 to $80,000 CAD, including base salary and variable incentives.
• Fully remote-first work model with flexibility to work from anywhere within the country.
• Comprehensive health benefits including medical, dental, vision, and life insurance coverage.
• Paid time off including 15 vacation days, 5 sick days, and 1 personal day annually.
• Employee Share Program participation opportunity (CSU.TO).
• Exposure to modern payment technologies and complex SaaS environments.
• Learning and development opportunities within a global software organization.
• Inclusive and equal-opportunity work environment with strong focus on employee well-being.
• Stable full-time role (37.5 hours/week) within a growing payments technology business.