Technical Engineer, Customer Support

6 days ago

Manila, National Capital Region, Philippines Finastra Full time

Responsibilities

What will you contribute?

As part of the US Payments, Customer Support team, the Technical Support Engineer, Customer Support will be responsible for supporting customers using Finastra payments systems and customer systems. The support will include functional application support, system technical configuration support, and internal coordination between stakeholders including but not limited to Finastra Product, Infrastructure, and Development teams. The ideal candidate will be passionate about technology, resourceful, and possess excellent teamwork skills. We are looking for an individual who can understand Technical Support and high-level infrastructure support. On a daily basis, you will collaborate with our Support Engineers, Infrastructure, Product, and Development teams to effectively support customers on their Payments platform. Knowledge of payments systems, along with a good understanding of customer systems and customer-facing skills, is mandatory.

Responsibilities & Deliverables:
Your deliverables as a Technical Support Engineer will include, but are not limited to, the following:

  • Provide professional application and technical support & consultation to clients of Finastra Payment products.
  • Triage functional application issues, payment processing issues, and guide customers in utilizing Payment systems.
  • Execute escalation procedures when applicable, as defined by management.
  • Participate in projects throughout the development and implementation life cycle to ensure actual implementation meets requirements.
  • Work collaboratively with customers and Finastra technical groups for connectivity to various interfaces/applications such as the Federal Reserve Bank, Depository Financial Institutions, and other third-party vendors.
  • Manage assigned cases through the full case management life cycle.
  • Monitor and update all assigned cases in Salesforce CRM with timeliness, accuracy, and relevant information using appropriate customer-facing communication as judged by management.
  • Create and maintain documentation pertaining to daily operations of the group.
  • Assist with day-to-day team coordination as a backup to management.
  • Follow all processes as formally documented and seek and suggest improvements to processes.
  • Maintain and expand support expertise by learning, as necessary, International and Domestic Payments Products and the software applications Finastra sells.
  • Contribute to a positive atmosphere of teamwork through collaborative behavior and open communication.
  • Provide accurate and consistent statuses and reporting on different levels.

Required Skills & Experience:

  • Minimum of 2 years of experience as a Technical Support Engineer demonstrating success and support in a cross-functional team environment.
  • Excellent communication and customer support skills, corresponding with senior leadership to successfully solve complex problems while exercising judgment based on the analysis of multiple sources of information.
  • Incident Management experience by participating in bridge calls for major incidents and documenting troubleshooting steps and service restoration details.
  • Payments industry knowledge and expertise working with FedWires, Swift, Nacha, and TCH Payments is a plus.
  • Experience in supporting SaaS software.

Technical Knowledge:

  • Knowledge of SQL, Power BI (is a plus), MQ, SoapUI, Jenkins (is a plus), Unix, and Java (is a plus).
  • Familiarity with ServiceNow, Agile methodologies, and basic Network troubleshooting.
  • Understanding of Finastra software delivery and implementation procedures and relevant methodologies.
  • Understanding of system integrations using MQ, SFTP, API, and Web services is a plus.
  • Education / Certification: Bachelor's Degree or an equivalent combination of education and/or experience.
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