Digital Support Tech Lead

Digital Support Tech Lead

Vancity is a member-owned credit union built on the principles of inclusion and social justice. A relentless commitment to their values has helped them challenge the status quo and break down barriers since day one in 1946. They have bold commitments to make Vancity net-zero by 2040 across all mortgages and loans and are pursuing strategies on Indigenous banking and to improve the financial resilience of their members. Vancity is the largest private sector Living Wage Employer in Canada and has been consistently recognized as one of the Top Employers in Canada. If you're interested in joining their team of 2,700 diverse individuals and accessing competitive rewards and benefits, all while knowing you are part of a greater movement, then apply today!

As the Support Tech Lead within our small but agile Digital Banking team, you will be responsible for managing Level 3 technical support for our mobile and web banking platforms. This role is critical to ensuring a reliable and seamless digital experience for our members. You will lead the resolution of complex production issues, support off-hours deployments, and actively monitor post-release performance. Your contributions will directly impact member satisfaction, platform stability, and our ability to deliver secure and innovative financial services. We're looking for a hands-on technical leader who thrives in lean environments, is passionate about member-centric solutions, and can mentor others while driving continuous improvement.

This is a Permanent role that will enjoy hybrid working arrangements which can be fulfilled primarily from the Vancity head office location and your Lower Mainland based home office. This role may require you to work on-site at least once a week.

A typical day would involve:

• Serve as the final escalation point for technical issues on our digital platforms, working closely with developers, vendors, and infrastructure teams.
• Provide after-hours support during deployments and respond rapidly to post-release incidents, ensuring minimal impact on members.
• Collaborate in a small, cross-functional team, taking a hands-on role in both problem-solving and continuous improvement initiatives.
• Develop and maintain custom dashboards using tools like Splunk, New Relic, or AppDynamics to monitor real-time system health and detect anomalies.
• Ensure incident resolution within SLA targets.
• Proactively monitor logs, alerts, and app store feedback to identify member-facing issues before they escalate.
• Coordinate with L1 and L2 support to ensure proper escalation paths and improve knowledge sharing through updated runbooks and documentation.
• Partner with third-party vendors to investigate defects, ensure timely patches, and maintain stability in integrated services.
• Conduct post-incident reviews, drive root cause analysis, and implement lasting solutions to reduce recurrence.
• Automate routine support tasks where possible to free up team capacity and reduce operational overhead.
• Communicate regularly with product and UX teams to advocate for member-centric improvements based on support trends and incident data.

You have:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Minimum 5 years of technical support or operations experience, including 2+ years in L3/tier 3 capacity.
• ITIL certification or equivalent experience in structured incident management frameworks.
• Demonstrated experience supporting production releases and managing post-launch issue triage.
• Strong troubleshooting experience across mobile (iOS/Android) and web platforms.
• Familiarity with observability tools (e.g., Splunk, Graphana, Azure Monitor, Datadog) and incident alerting systems.
• Experience with cloud-based environments, APIs, and mobile ecosystems.
• Knowledge of incident management platforms (e.g., ServiceNow), Agile workflows, and digital banking platforms is preferred.
• Ability to mentor junior support engineers and contribute to the evolution of support processes and tooling.
• Comfortable supporting evening and weekend releases and responding to high-priority production issues outside standard hours.

You are:

• Analytical – You detect anomalies, investigate root causes, and resolve complex technical issues.
• Collaborative – You work effectively across teams and with external vendors to ensure platform stability.
• Proactive – You anticipate issues before they escalate and implement lasting solutions.
• Member-focused – You advocate for improvements that enhance the digital experience for our members.

The salary range for this role is $91,000 to $136,000 annually. Base pay offered may vary depending on factors such as relevant qualifications, skills, previous experience, and internal equity. As part of our total rewards package, employees may also be eligible for our annual incentive program, subject to program eligibility requirements.

Posting Deadline: Posted until filled

What We Offer:

• We are the largest private-sector Living Wage Employer in Canada and have been consistently recognized as one of the Top Employers in Canada.
• Our permanent employees qualify for attractive benefit packages that can be customized and changed each year to meet their evolving needs.
• New employees receive between three to four weeks of vacation allowance per calendar year, and the number of vacation days grows.
• In addition to the 10 statutory holidays in British Columbia, Vancity provides an additional three statutory holidays. We offer care days for periods of short-term personal illness or emergency family illness.
• We have flex credits for our health care & dental benefits offer three levels of coverage for you to select from. These benefits will also be effective immediately based on your hire date.
• We understand that retirement means different things to different people and at Vancity we will offer you a Defined benefits pension plan that pays you a retirement income for life.
• At Vancity we're committed to creating a welcoming and inclusive workplace to help our people and communities thrive and prosper. Diversity in our workforce is integral so that we can truly represent, understand and respond to our community needs and deliver on our member experience.

We are committed to providing an inclusive and accessible recruitment experience for all candidates. If you require any accommodations at any stage of the recruitment process, please reach out to our Talent Acquisition team at recruitment@vancity.com for confidential support. In-person assistance is also available. We will collaborate with you to ensure your needs are met promptly and effectively.