Senior Support Engineer (Fintech)

TL;DR

Senior Support Engineer (Azure/Fintech): Managing production reliability and SLA-driven case management for enterprise financial services with an accent on root cause analysis and system observability. Focus on diagnosing complex production incidents, validating financial transactions, and optimizing operational reporting.

Location: Remote (Must be based in Canada)

Company

A custom product engineering company that supports multinational organizations and scaling startups to solve complex business challenges.

What you will do

• Manage live production environments using SLA-driven ticketing systems to ensure timely incident resolution.
• Conduct detailed root cause analysis and document technical findings for escalated issues.
• Collaborate with engineering and product teams to implement permanent fixes for production incidents.
• Analyze operational data to generate monthly reports on case volumes and system performance trends.
• Validate financial transactions and diagnose data discrepancies across integrated systems.
• Interpret system logs, error traces, and integration flows to identify root causes of system behaviors.

Requirements

• Must be based in Canada.
• 3–5+ years of experience in application or production support within financial services or enterprise environments.
• Proficiency in log analysis, system monitoring, and writing complex data queries.
• Hands-on experience with Datadog and Freshservice.
• Working knowledge of Microsoft Azure environments for application component review and issue analysis.

Nice to have

• Exposure to financial systems or digital onboarding platforms.
• Basic scripting knowledge for automation and operational efficiency.
• Experience working in Agile or structured service management environments.

Culture & Benefits

• Comprehensive healthcare, basic life insurance, and short/long-term disability insurance.
• Access to Udemy, language courses, and company-paid certifications.
• Professional growth through large-scale projects and internal mobility across diverse domains.
• Supportive "One Team" culture with a focus on collaboration and knowledge sharing.