L3 Support & Integrations Engineer
VoPay
Customer Service
British Columbia, Canada · Vancouver, BC, Canada
Posted on Jan 31, 2026
L3 Support & Integrations Engineer
VoPay International Inc. - Vancouver, BC
Full-Time On-Site
About VoPay
VoPay’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 Opportunity
The L3 Support Engineer and Integrations Specialist is a senior technical role responsible for resolving complex customer and partner issues, supporting live payment operations, and enabling successful technical integrations with the VoPay platform. This role works primarily within Zendesk and internal tooling, acting as the escalation point for advanced support issues while owning investigations end-to-end.
This position requires strong technical judgment, excellent communication skills, and the ability to independently diagnose and resolve issues related to APIs, integrations, transaction processing, and platform behaviour. The role also plays a key part in supporting new customers and partners, working closely with the success team, reviewing technical integration work, and identifying transaction delays or operational risks.
Key responsibilities:
Technical Support and Issue Resolution
- Act as the L3 owner for complex customer, partner, and internal support issues
- 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
Integrations and Implementation Support
- Review and support technical integrations for new and existing customers and partners
- Assist with discovery, technical design reviews, onboarding, and certification activities
- 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
- Support operational analysis, reporting, and account configuration reviews
- Proactively identify issues that could impact customer experience or platform reliability
SOP Documentation and Continuous Improvement
- Create and maintain internal SOPs, runbooks, and troubleshooting documentation
- Contribute to customer-facing knowledge base articles where appropriate
- Identify gaps in tooling, documentation, or processes and propose improvements
- Collaborate with Support Management to refine workflows and escalation models
Cross-Functional Collaboration
- Work closely with Engineering, Product and Customer Success teams
- Provide technical input on product changes, operational improvements, and feature requests
- Assist Engineering by reproducing issues and validating fixes prior to release
Mentorship and Enablement
- Act as a technical resource and mentor for other support team members
- Help define best practices and standards for technical support and integrations
- Contribute to onboarding and training materials for new technical hires
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 in a senior or escalation-level technical support role (L2 or L3), with ownership of complex production issues through resolution
- Proven experience in 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
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences
- Strong problem-solving and analytical skills
- High attention to detail and strong documentation habits
- Ability to work effectively in a fast-paced environment while managing multiple priorities
- Strong collaboration skills and comfort working cross-functionally
Additional desirable 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
Vopay International Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.