Technical Engineer, Customer Support
4 weeks ago
Overview Finastra is a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. We serve over 8,000 customers, including 45 of the world\'s top 50 banks, and are committed to financial inclusion and a diverse, inclusive culture. Responsibilities The Technical Customer Support role is the key interface between Finastra clients and Finastra, contributing to the overall delivery of software and services to ensure a world-class customer experience. Handle and resolve raised issues in the shortest time possible using technical expertise and collaboration with functional consultants as needed. Connect to the customer environment to collect logs, replication steps, and details required for case investigation, maintaining ongoing communication with the client and updating progress. Perform technical investigation of cases in line with policies and client SLAs, helping clients utilize the product effectively as per their needs. Update clients on progress toward issue resolution, track issues with other departments, and ensure timely resolution with a focus on client satisfaction and product quality. Replicate scenarios in Finastra environments and validate defects to ensure described scenarios are fixed. Build simple scripts when needed with assistance from senior colleagues. Conduct testing on beta deliveries or fixes before they are released to customers. Qualifications 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 is an advantage Technical skills: SQL databases; XML and JSON; basic Solaris and Linux, and Windows (good to have) Knowledge of JMS (ActiveMQ) and Tomcat (good to have) Programming knowledge (Java/C#) with debugging skills (good to have) Excellent written and verbal communication in English Analytical abilities, attention to detail, responsibility, and a strong customer focus; experience supporting clients from different countries Ability to work independently and in a multi-cultural team; collaboration with Development and QA teams Willing to work midshift (3PM-12AM Manila time) and on weekends/public holidays Benefits Flexibility: unlimited vacation based on location and business priorities; hybrid work; paid time off for voting, bereavement, and sick leave Well-being: confidential one-on-one therapy through EAP, coaching via app, and access to Gather Groups Medical, life & disability insurance, retirement plan, and other benefits ESG: volunteering time off and donation matching DEI: involvement in multiple groups (Count Me In, , , , ) Career Development: online learning and accredited courses via Skills & Career Navigator Recognition: Finastra Celebrates program and regular employee surveys Specific benefits may vary by location #J-18808-Ljbffr
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