IT Support Technician supporting SysGen Solutions Group’s managed services and internal IT operations in Calgary. Monitoring systems, troubleshooting devices, and assisting clients and employees.
About the role
- Technical Support Specialist helping Canadian businesses integrate Veem’s global payments platform. Troubleshooting APIs, coordinating onboarding, and supporting customers through launch and stabilization.
Responsibilities
- Provide scheduled customer support through phone, email, and live chat
- Resolve account, platform, payment, banking, verification, transaction, and technical integration questions
- Own customer cases from initial contact through resolution, including investigation, documentation, follow-up, and escalation
- Guide customers and partners through API configuration, authentication, webhooks, testing, validation, and integration best practices
- Investigate API requests, authentication issues, connectivity problems, data errors, and webhook failures
- Review logs, payloads, response codes, and test results to identify root causes
- Support customers through development, deployment, launch, and post-launch stabilization
- Lead or coordinate customer and partner onboarding and implementation activities
- Establish implementation requirements, milestones, dependencies, owners, and next steps
- Coordinate with Operations, Compliance, Product, Engineering, Sales, and external partners
- Deliver training and technical guidance to customers, partners, and internal teams
- Use AI-assisted tools to improve support, troubleshooting, documentation, and internal workflows
- Design, test, and refine prompts, automated workflows, and support agents
- Identify recurring issues and recommend improvements to workflows, training materials, support content, API documentation, and product functionality
- Report to the Customer Support Manager
Requirements
- Two to three years of experience in technical support, API implementation, technical onboarding, SaaS support, or a similar client-facing technical role
- Experience providing customer support through phone, email, and live chat
- Hands-on knowledge of REST APIs, JSON, authentication methods, webhooks, and API testing tools
- Experience using Postman, OpenAPI, Swagger, or similar developer tools
- Ability to test APIs, interpret logs and error messages, troubleshoot integration issues, and identify root causes
- Experience supporting technical and business stakeholders through onboarding or implementation projects
- Ability to manage multiple customer cases, implementation activities, and competing priorities
- Experience using ticketing, CRM, or case-management systems
- Strong written and verbal communication skills
- Strong analytical, troubleshooting, project-management, and organizational skills
- Ability to explain complex technical concepts to non-technical audiences
- Customer-focused approach with empathy, sound judgment, attention to detail, and strong case ownership
- Experience using AI tools for research, documentation, troubleshooting, or workflow automation
- Preferred: experience in fintech, payments, banking, financial services, accounting software, or another regulated industry
- Preferred: experience in B2B SaaS or API-driven technology environments
- Preferred: knowledge of payment APIs, transaction processing, reconciliation, international payments, KYC, and business verification
- Preferred: familiarity with OAuth, API monitoring, SQL, scripting, middleware, automation platforms, or browser developer tools
- Preferred: experience working directly with Product and Engineering teams
- Preferred: experience documenting technical issues, product requests, integration procedures, and implementation resources
Benefits
- Salary + Bonus + Health Benefits
- Fully remote work arrangement
- Growth opportunity in a fast-scaling fintech and embedded finance space
- Cross-functional collaboration across Product, Sales, and Operations
- Opportunity to shape the future of B2B payments
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Degree requirement
No Education Requirement
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