Senior Support & Integrations Engineer (L3)

Senior Support & Integrations Engineer (L3)VoPay International Inc. - Vancouver, BCFull-Time On-Site
About 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 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 strong 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)