Tier 2 Technical Support Agent
New
Based in CanadaFull-TimeMiddle
Salary70,000 - 80,000 CAD per year
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Job Details
- Experience
- 2–4 years
- Required Skills
- SalesforceJiraRESTful APIsJSONSaaSZendeskPostman
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.
Responsibilities
- 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.
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