Senior Technical Engineer, Customer Support

Senior Technical Engineer, Customer Support

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This job is with Finastra, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Overview

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 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.

What will you contribute?

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.

Responsibilities & Deliverables

• Respond to customer requests, including reported issues, questions, or assistance requests, helping them to utilize the product effectively.
• Understand the reported issue (especially from a technical perspective) and replicate the scenario in Finastra environments.
• Perform technical investigation with root cause analysis and provide adequate solutions where feasible or detailed analysis to stakeholder teams.
• Update clients on progress toward issue resolution, track issues with other departments, and ensure timely resolution focusing on client satisfaction and product quality.
• Participate in client (phone) meetings and WebEx sessions to facilitate proper communication and speed up investigation.
• Validate defects by ensuring described scenarios are fixed.
• Build and provide simple scripts with assistance from senior colleagues when necessary.
• Write technical specifications and best practices documentation.
• Raise/escalate issues with the Team Leader or Manager when needed.

Required Skills

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

Benefits

• Flexibility: unlimited vacation based on location and business priorities; hybrid working arrangements; inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: confidential one-on-one therapy through the Employee Assistance Program; coaching via app; Gather Groups for support.
• Medical, life & disability insurance; retirement plan; lifestyle and other benefits.
• ESG: paid time off for volunteering and donation matching.
• DEI: involvement in multiple DE&I groups (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development: online learning and accredited courses through Skills & Career Navigator.
• Recognition: Finastra Celebrates and employee surveys to help shape the company culture.
• Specific benefits may vary by location.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Be unique, be exceptional, and help us make a difference at Finastra

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