Sr. Support Analyst providing first - level IT support and security triage for OPENLANE’s digital used - vehicle marketplace. Resolving employee hardware, software, access, and application issues.
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Technical Support Engineer bridging Support and Engineering for Foundant’s nonprofit and philanthropic SaaS products. Investigating complex issues, managing escalations, and driving confirmed fixes.
Technical Support Engineer supporting CrashPlan’s cyber - ready data resilience platform. Diagnosing customer issues across operating systems, networks, databases, and deployment environments.
Support Engineer resolving CRM, integration, and data issues for dealer management software. Supporting equipment dealerships through SQL diagnostics, APIs, monitoring, and AI - assisted workflows.
Support Analyst resolving complex application, data, integration, and SQL issues for Cayenta’s utility and government software customers. Using AI - enabled tools, customer support expertise, and root - cause analysis.
Support Analyst troubleshooting Cayenta’s utility enterprise software and CIS issues. Investigating applications, data, integrations, and SQL problems for North American customers.
Support Analyst troubleshooting Cayenta enterprise software, CIS, data, integrations, and SQL issues. Supporting utility and local - government customers through remote investigation and documentation.
Remote contract developer designing and supporting SAP mobile applications. Building MDK solutions integrated with SAP BTP, S/4HANA, and enterprise services.
L3 support engineer resolving complex enterprise networking and AV issues for NETGEAR customers. Escalating incidents, validating fixes, and supporting NETGEAR connectivity products remotely.
Senior Support Engineer supporting municipal software used by 1,300+ local governments. Diagnosing issues, improving documentation and AI support, and building trusted clerk relationships.