Technical Engineer, Customer Support

Overview Finastra Manila, National Capital Region, Philippines Who are we? At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good. Job title : Technical Engineer, Customer Support at Finastra Responsibilities & Deliverables The Technical Customer Support role is the key interface between Finastra clients on one side and Finastra on the other side, contributing to the overall delivery of software and services to ensure a world class customer experience. The holder of the role is responsible for handling and resolving the raised issues in the shortest time possible. Uses technical expertise to assist functional consultants on an as needed basis. Connect to customer environment and collect all the logs and information required for case investigation, maintain communication with client and update them on progress. Perform technical investigation of cases in line with policies and client SLAs, helping the client to utilize the product properly as per their needs. Update clients on progress toward issue resolution, track issues with other departments and ensure timely resolution, focusing on client satisfaction and product quality. Replicate scenarios in Finastra environments and validate defects to ensure described scenarios are fixed. Build and provide simple scripts when needed with assistance from senior colleagues. Perform testing on beta deliveries or fixes before they are released to customers. Required Experience Bachelor's degree in Computer Science, Mathematics, Business IT or related major Minimum 2 years of relevant experience Functional and technical knowledge on Finastra’s Trade Innovation on installation, setup, workflows etc is an advantage. Technical skills: SQL databases Knowledge of XML and JSON message formats Basic expertise with Solaris and Linux operating systems; medium-advanced expertise on Windows is a plus Knowledge of JMS (ActiveMQ) and Tomcat is a plus Knowledge of programming (Java/C#), including debugging skills and familiarity with debugging tools on different OSes Excellent written and verbal communication in English Analytical abilities, attention to detail, reliability and customer focus; experience supporting clients from multiple countries Ability to work independently and in a multicultural team; collaborate with Development and Quality Assurance teams Willing to work in mid-shift (3PM-12AM Manila time) and on weekends/public holidays Benefits Flexibility: Unlimited vacation (location-based), hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave Well-being: Access to confidential one-on-one therapy through EAP, coaching via a coaching app, and Gather Groups for emotional support Medical, life & disability insurance, retirement plan, and other benefits ESG: Paid time off for volunteering and donation matching DEI: Multiple DE&I groups and open involvement Career Development: Online learning and accredited courses Recognition: Finastra Celebrates program and regular employee surveys Specific benefits may vary by location Additional information Seniority level: Entry level Employment type: Full-time Job function: Information Technology We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr