Technical Fulfilment Specialist

About Sherpa

Sherpa° is a pioneering force in the travel industry, dedicated to simplifying the complex world of travel documentation for travelers and industry partners alike. As an independent resource, Sherpa° is not affiliated with any government agency, ensuring unbiased and comprehensive support.

Our innovative products improve the travel experience for our customers. From eVisas and travel requirements to health declarations and more, Sherpa° provides personalized information based on travelers' nationality and destination, reducing planning anxiety and improving travel documentation experience.

Founded in 2015 in Canada 🇨🇦 and trusted by many of the world’s leading travel companies, including American Airlines, Air Canada, Korean Air, Japan Airlines, Lufthansa, and Air France-KLM, Sherpa° is committed to connecting the world and ensuring travelers can move freely and confidently. With Sherpa° as your guide, you can navigate the complexities of travel documentation with ease and focus on what truly matters - the joy of travel.

Our Product

For our travel-industry partners including airlines, agencies, tour operators, corporate travel managers, and more, Sherpa° opens up new ancillary revenue streams by offering seamless integration of eVisas and travel authorizations such as eTAs directly into the booking flow. This not only improves the customer journey, but also helps partners manage risks and reduce operational costs.

At the heart of Sherpa's offerings is its robust API, which encompasses an extensive database of passport and visa requirements, border procedures, and other travel-related information. Additionally, Sherpa° provides Embeddable Elements and a White-Label WebApp for a customizable and user-friendly experience.

About The Role

We're looking for a Technical Fulfillment Specialist to take ownership of our visa application automation systems.

Responsibilities

• Monitor automation software performance to ensure visa applications are successfully processed
• Review, analyze, and triage new errors within the automation system
• Troubleshoot and resolve technical issues independently where possible
• Collaborate with the operations team to recover and fulfill applications after issue resolution
• Document common issues and solutions to build a knowledge base for future reference
• Develop and implement proactive monitoring strategies to identify potential problems before they affect users
• Stay current with AI and automation technology trends to suggest system improvements
• Provide regular reports on system performance, error rates, and resolution metrics
• Participate in system upgrades and testing to ensure compatibility with visa processing requirements

What We're Looking For

• Problem-Solving Aptitude: Ability to diagnose complex technical issues and implement effective solutions with minimal supervision
• Detail Orientation: Meticulous approach to error analysis and application review to ensure accuracy in visa processing
• Communication Skills: Clear communication of technical issues to both technical and non-technical team members
• Process Improvement: Identify patterns in recurring issues and suggest process improvements to enhance automation efficiency
• AI Interest & Aptitude: Demonstrated interest in artificial intelligence and machine learning, with willingness to learn how these technologies apply to automation systems

Requirements

• Proficiency in SQL for error analysis and data querying
• Basic understanding of HTML and Javascript for error triage and debugging
• Experience with automation tools and workflow systems
• 2+ years of experience in technical support, operations, or a related field
• Ability to work in a fast-paced environment with shifting priorities
• Experience with documentation and knowledge base creation
• Background in visa processing or similar regulated processes is a plus
• Familiarity with logging and monitoring tools

Nice to Haves

• Experience working with workflow automation tools such as Zapier or Google Apps Script
• Familiarity with cloud-based logging and monitoring platforms (e.g., Google Cloud Logging, AWS CloudWatch, Datadog)
• Exposure to incident response processes, including documenting bugs, assigning severity, and escalating appropriately
• Comfortable performing light quality assurance work to ensure workflows function as expected before launch.

What You Bring to the Role

• A proactive mindset, you’re not afraid to dive into our internal tools, spot what’s broken, and suggest improvements
• Confidence collaborating across teams — working with engineering, product, and ops to resolve and prevent issues
• Comfort with ambiguity, you’re happy testing things, writing things down, and asking good questions
• Curiosity about how things work and the initiative to improve them

What We Bring to the Role

• A fast-growing startup environment with real ownership early — we want you to shape how we work
• A front-row seat to how automation, fulfillment, and operations scale across global travel programs
• A collaborative team that values transparency, continuous improvement, and high trust
• The chance to work closely with product and engineering to influence the tools you’ll use every day

Benefits

You’ll be part of a close-knit global team committed to helping you do your best work and develop your full potential.

People first

We care about the people that work with us. That’s why we offer a generous compensation and benefits package so you can care for yourself and your family.

• Competitive salary 💸
• Annual employee options program 📈
• Unlimited vacation with a minimum of four weeks 🏖️
• Unlimited health and wellness days 👩‍⚕️
• Parental leave 👨‍👩‍👦‍👦
• Health and dental benefits from day one 🦷
• Learning and development opportunities 🏫

Work from anywhere

We believe we’re happier and more productive when work can flex with our lifestyle and ambitions. Through our substantial investment in collaborative tools and processes, you can work from home, a co-working space or even a camper van. You choose.

• Home office allowance, so you have the best tools to be productive
• Monthly co-working allowance for in-person connections

Stay connected

Strong relationships are critical to our team’s success. We strive to create moments where our team can connect and build memories.

• Annual team offsite
• Cool swag to flaunt the brand

In accordance with pay transparency regulations, the expected salary range for this role is $70,000 CAD to $90,000 CAD. The starting base pay will depend on various factors including the candidate’s location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.