Expert Technical Engineer

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.

What will you contribute?

Reporting to the Customer Support Manager, the Expert Technical Engineer is the key interface between Finastra clients on one side and Finastra 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 Expert Technical Engineer also uses their technical expertise to assist functional consultants on a 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:
Your deliverables will include, but are not limited to, the following:

• 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, 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 scripts when necessary
• Write technical specifications and best practices documentation
• Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed
• Leads initiatives or projects successfully to completion; Lead junior resources in addressing customer escalations and resolving complex issues

Required Experience:

• 7+ years of Technical Customer Support Experience, Banking or Financial Institution with at least 3 years as a technical support lead with proven expertise and leadership experience in driving technical support standards and procedures
• University degree in Computer Science, Mathematics, Business IT or related major
• Expert debugging skills and experience with debugging tools on different operating systems (iSeries, Eclipse)
• SQL/ Java/ RPGLE/ CL
• Analytical abilities, attention to detail, stability, responsibility as well as customer focus
• Ability to work independently as well as part of a customer facing team, and collaborate effectively across Sales, Engineering, and Product teams, as well as partners.
• Advanced analytical skills and motivation to solve tough technical problems.
• Strong technical aptitude with a desire for continuous learning and improvement.
• Excellent communication skills and ability to speak and write clearly and accurately, particularly as it relates to technical concepts.
• Willing to work flexibly for incidents coming about outside traditional working hours

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

·       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 DE&I 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.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

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