Technical Support Engineer - Tier 2

BankjoyToronto, Ontario, CanadaOnsite

🌐 Who We Are

Bankjoy is a Y Combinator and Bessemer Venture Partner backed FinTech startup. We are changing the way community banks and credit unions do business, enabling them to become tech-driven and digital first. Bankjoy provides modern digital banking products including mobile banking, online banking, online account opening, loan origination, and conversational AI. Our mission is to revolutionize banking tech infrastructure by leading digital transformation at financial institutions — big and small.

💼 The Role

Base salary range: $75,000-$85,000 CAD/year

We’re hiring two Technical Support Engineers to join our dynamic support team for our digital banking platform, trusted by credit unions and community banks across North America. In this role, you’ll be at the forefront of delivering an exceptional client experience, helping financial institutions serve their members and customers with reliability, security, and innovation. If you’re passionate about problem-solving, collaborating across teams, and making a real impact in the fintech space, we’d love to hear from you.

Why You’ll Love this Role:

You’ll be the go-to problem-solver for our clients.
You’ll get hands-on with real-time issues in a fast-moving environment.
Your voice matters–collaborate directly with Product and Engineering to drive improvements.
You’ll grow alongside a supportive, experienced team that’s serious about innovation and client Success.

🧠 What You’ll Do

Handle incoming support cases from financial institution clients via Salesforce and Jira
Troubleshoot Tier I/II issues including integration failures, configuration issues, user-facing problems, and platform behaviorPerform database updates and maintenance using pre-approved scripts
Review logs and metrics in Datadog to identify root causes and common issue patterns
Collaborate cross-functionally with implementation, product, and engineering teams
Maintain high-quality, professional communication with clients throughout the support process
Contribute to internal documentation and support process improvements

🎯 What You Bring

7+ years of experience in a technical support role within a fintech or enterprise B2B SaaS company (required)
Strong troubleshooting skills with a focus on APIs, cloud-based platforms, and enterprise software systems.
Hands-on experience with core banking integrations, SSO, and payment processing systems.
Familiarity with monitoring tools (e.g., Datadog) and ticketing systems (e.g., Jira, Salesforce).
Excellent written and verbal communication skills, with a client-first mindset.
Comfortable working in a fast-paced, remote-first environment.

🌟 Nice to Have

Familiarity with banking cores or integrations (e.g., Symitar, Corelation)
Experience supporting APIs and mobile/web application platforms
Scripting or API testing knowledge (e.g., Postman)

🗂️ Interview Process

We believe hiring is a two-way street. This process is designed to help us get to know you, and for you to get to know us! Here's what to expect:

Step 1: 📞 Preliminary Interview (30 minutes)Interviewer: Senior Talent Partner
A conversation to learn about your background, experience, and career goals.
Step 2: 🏆 Culture Interview (45 minutes)Interviewer: Chief Operating Officer & Co-FounderA discussion about how you would fit into our team, with some light job-related technical questions.
Step 3: 🛠️ Hiring Manager Interview (30 minutes)Interviewer: Technical Support Manager
An interview focused on your experience, skills, and the role.
Step 4: 🔍 Live Technical Interview (45 minutes)Interviewer: Technical Support ManagerA deep dive into your technical skills and problem-solving approach.
Step 5: 📑 Reference CheckWe’ll connect with a few people who can speak to your experience and strengths.
Step 6: 🎉 OfferIf all goes well, we’ll be thrilled to welcome you to the Bankjoy team!

We’re committed to keeping the process transparent and moving quickly, so feel free to ask questions along the way.

🎁 What You Get

A fast-paced and collaborative environment
Competitive compensation
Stock options at a well-funded startup
100% medical, dental and vision coverage for you on our base plans
50% coverage for families in the US & 100% coverage for families in Canada
401(k) plan with 4% company matching (US Employees)
3-5 weeks PTO depending on tenure
5 health days
15 holidays
End of year shutdown
Performance-based bonuses (US & Canadian Employees)
Remote first culture

⚖️ Equal Employment Opportunities at Bankjoy

Bankjoy is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Bankjoy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.#LI-RemoteCompensation Range: CA$75K - CA$85K

Life at Bankjoy

Bankjoy is a Y Combinator-backed FinTech startup. We are changing the way Credit Unions and Community Banks do business, enabling them to become tech-driven and digital-first. Bankjoy delivers modern banking technology, including mobile banking, online banking, e-statements, online account opening, loan origination, and conversational AI to credit unions and community banks. We are among the fastest growing digital banking providers in the market. Our mission is to revolutionize American banking infrastructure by leading digital transformation at credit unions and community banks.

Thrive Here & What We Value1. Fast-paced and collaborative environment2. Competitive compensation3. Stock options at a well-funded startup4. 100% medical, dental, and vision coverage for you and 50% for your family on our base plans.5. 401(k) plan with 4% company matching (US Employees)6. 4 weeks PTO and 5 health days7. 18 holidays8. Performance-based bonuses (US & Canadian Employees)9. Remote first culture10. Equal Employment Opportunities at Bankjoy</s>