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Production Support Specialist



Customer Service, Operations
Vancouver, BC, Canada
Posted on Friday, May 17, 2024

Our Business

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 operational software. Founded in 2016 by renowned entrepreneur Lisa Shields, 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 up to $3T, including J.P. Morgan Chase.

With our rapid growth, we are looking for dynamic and passionate individuals to join our high performance team, in an inclusive culture, that rockets us to number 1 in our space. FISPAN recognizes that passionate, hard working individuals with diverse backgrounds are what makes innovation happen. Being a Vancouver based start-up, our modern and scenic office is located in downtown’s historic Marine Building. 3


  • 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.


  • Bachelor's degree in Computer Science, Information Technology, or equivalent experience in the fintech industry.
  • Experience: At least 3 years in a technical support or customer service role. Minimum 2 years supporting financial technology or a SaaS product.
  • Proven expertise in diagnosing and resolving complex technical issues in a fast-paced environment.
  • Strong understanding of ITIL framework, incident and problem management principles.
  • Excellent communication and interpersonal skills with the ability to effectively mentor and coach junior team members.
  • Experience in building and maintaining relationships with external partners or clients is a plus.
  • You need to have strong attention to detail, critical thinking and great judgment.
  • You are the kind of person people call for advice or to have a second look at something important.
  • Superb customer service skills
  • You are super interested in technology and how money gets from point A to Point B.
  • Someone who is wanting to make an opportunity their own, and is looking for growth potential in the role and organization

Why Work With Us?

  • Experienced team

Our CEO’s previous venture, Hyperwallet, was purchased by Paypal and ranks as one of the largest Canadian acquisitions! A seasoned leadership team with relevant experience scaling technology companies from start-up through growth phases to acquisition. Join our team to build your network and engage in mentorship opportunities.

  • Start-Up Environment

FISPAN’s start-up nature 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.

  • Rich Culture

We understand that personal growth happens on multiple levels, which is why we encourage a work-life balance to have family time, explore new ideas and develop hobbies. At FISPAN, you can also expect various virtual and in person company-wide events and clubs to drive engagement.

  • 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 and Benefits 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 $68,800 - $80,840 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 because it makes sense for our business and creates a culture of diverse ideas that results in a high performance culture. This starts in the recruitment process by providing the most diverse candidate pool to our leaders as we can. From there leaders decide on the best candidate for the job based on their merits.