Position Overview
The Integration & Support Engineer is the operational and technical engineer responsible for keeping our integrations, web portals, and tablet applications running smoothly day-to-day — handling support, incident response, and quality assurance testing. This role owns the operational side of our platform so the architecture team can focus on design and long-term strategy. Reporting to the Manager, Architecture & Integrations, they are responsible for delivering and supporting secure, reliable integrations and applications that power our business and partner systems.
Key Responsibilities
Integration Support & Delivery
- Manage and ensure reliable operation of current payment and partner integrations, promptly resolving issues.
- Collaborate with the Manager, Architecture & Integrations on new integrations, handling requirements, mapping, configuration, and deployment across all environments.
- Adhere to PCI-compliant practices; escalate security concerns to the Manager.
- Liaise with payment providers and partners to diagnose and fix integration problems.
- Maintain documentation, run-books, and knowledge artifacts for reduced dependency and scalability.
DevOps & Environment
- Oversee and maintain deployment pipelines, environment configurations, and release processes across all environments (dev, test, prod).
- Execute configuration management, environment provisioning, and deployment validation for feature releases and integrations.
- Monitor system health, integration performance, and alerts; proactively mitigate operational risks.
- Improve deployment reliability, automation, and operational efficiency with new tooling and scripting.
- Collaborate with development to configure and maintain CI/CD pipelines.
Onboarding & Client Launch Support
- Gather launch requirements, coordinating IT tasks with stakeholders.
- Deploy SQL scripts to dev, test, and production environments.
- Configure operational elements for launches (payment calendars, emails, dial lists, test accounts).
- Offer hypercare post-go-live, swiftly managing and resolving issues.
- Serve as the technical contact for launch readiness for partners, CSMs, and operations.
Support & Incident Management
- Deliver Level 2 operational and technical support, focusing on urgent database, tablet, and data integration issues.
- Act as Level 1 support escalation, conducting root cause analysis and implementing permanent fixes.
- Participate in rotating on-call incident management to ensure quick resolution of operational impacts.
- Collaborate with cross-functional teams for timely diagnosis and resolution of system and data problems.
Quality Assurance
- Use Agile/Sprint cadence; align testing with releases; collaborate on defect resolution.
- Document test cases, results, and defects in ticketing system with clear details (reproduction steps, screenshots).
- Perform regression testing to safeguard existing functionality.
- Give structured feedback on user experience to improve usability.
Qualifications & Experience
- 4+ years of experience in application support, integration support, or quality assurance roles within a software or SaaS environment.
- Strong hands-on skills in:
- Basic understanding of .NET and scripting languages like python, javascript
- Reading and performing updates to .Net and React web applications
- Investigating and debugging API-based integrations (REST, SOAP, OAuth)
- Manual QA testing across web and mobile / tablet applications within an Agile / Sprint cadence
- SQL development, database query, and update workflows
- Familiarity with PCI standards and secure handling of payment data.
- Experience with ticketing systems (e.g., Jira, Monday.com, Trello) for defect tracking and request management.
- Strong troubleshooting and problem-solving skills, with the ability to prioritize competing demands in a fast-paced environment.
- Excellent communication skills, with the ability to translate technical detail for business and partner audiences.
- Detail-oriented, with a focus on maintaining data integrity and operational stability.
What We Offer You
- Flexible work environment
- A competitive pay rate and generous bonus opportunity
- 100% Employer Paid benefit premium for eligible staff (including health, dental, vision care, wellness and paramedical services)
- Company wide Socials & Milestones Celebrations
- Paid Sick Days and Employee Assistance Programs, including premium mental health resources
- Group Auto & Home Insurance deep discounts through The Cooperators.
- Access to Employee Discounts to 1000+ stores through Perkopolis (Cineplex, Wonderland, CNE and much more!)
- Internal advancement opportunities and role development pathways
- An open, inclusive and diverse working environment
Pay Range
CAD $75,000.00 - $90,000.00
Additional Information
- Any offer of employment will be subject to verification of employment and education background checks, including a criminal record check.
- Candidates must be legally entitled to work in Canada at the time of their application.
This is a job posting for an existing vacancy.
HCB embraces the use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. AI tools may help with organizing applications or expediting processes. No hiring decisions are made using AI. Every hiring decision is made by our hiring managers and recruitment professionals.
Accessibility
HCB promotes a diverse, inclusive and accessible workplace. We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities. If selected for an interview, please advise our Recruiting Manager if you require reasonable accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.
Pay: $75,000.00-$90,000.00 per year
Benefits:
- Company events
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- Flexible schedule
- Mileage reimbursement
- On-site parking
- Paid time off
Application question(s):
- Do you have hands-on experience responding to critical production incidents, including diagnosing root causes, communicating with stakeholders, and implementing permanent fixes
- Do you have experience managing CI/CD pipelines, environment configurations, and deployment validation across dev, test, and production environments?
- Do you have experience handling or managing day to day payment and partner integrations issues?
- Do you have previous experience with regression testing and defect documentation as part of a quality assurance process?
- Are you comfortable with the salary range posted for this role?
- This role requires a hybrid schedule of 3 days onsite and 2 days remote. Are you able to meet this requirement?
Experience:
- Application Support: 4 years (required)
- IT: 4 years (required)
Work Location: Hybrid remote in North York, ON M3B 2T5
