Senior Technical Engineer, Customer Support

Overview

Finastra Manila, National Capital Region, Philippines

Senior Technical Engineer, Customer Support

Reporting to the L2 manager, the Technical Client Support is the key interface between Finastra clients on one side and Payments organization 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 a product specialist, with technical competencies, responsible for handling and resolving the raised issues in the shortest time possible. The Technical Client Support also uses their technical expertise to assist functional consultants on an as needed basis. At times, this role may be called upon to do testing on beta deliveries or fixes before they are released to customers or be requested to go on site to handle issues on the client’s premises.

• Respond to customer requests, whether they are reported issues, questions or assistance requests, helping them to be able to utilize the product properly as per their needs
• Understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in the Finastra environments
• Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams
• Update clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client’s satisfaction and product quality
• Participate in client (phone) meetings, WebEx sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
• Validate defects thoroughly by ensuring that the described scenarios are fixed
• Build and provide simple scripts with the assistance of senior colleagues when necessary
• Write technical specifications and best practices documentation
• Raise/escalate issues with the Team Leader and/or Manager where/when needed

• Technical skills: strong knowledge on SQL, UNIX and Windows; basic scripting knowledge, IBM MQ, AMQ, SOAP UI or any API tools and basic network troubleshooting
• Domain: Payments domain in Banking industry – Familiar with any rail and payments formatting preferably ISO and SWIFT
• Tools: SQL Developer, Web browser, JIRA, Jenkins, SNOW, Salesforce
• University degree in Computer Science, Mathematics, Business IT or related major
• Candidates must be amenable to a mid-shift schedule.

• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
• ESG: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DEI groups for open involvement (e.g., Count Me In, , , , ).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
• Specific benefits may vary by location.

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology