Senior Technical Support Engineer

Who are we?
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.

General Profile

• Requires specialized depth and/or breadth of expertise in own job discipline – typically considered as a product subject matter expert within area of technical specialty.
• Ability to solve complex problems; uses sophisticated analytical thought to exercise judgement and identify innovative solutions.
• Works independently, with guidance in only the most complex situations.
• May lead significant project teams; uses specialized skill sets to work on assignment with high levels of risk or complexity.
• Impacts the achievement of client, operational, project or service objectives.

Functional Knowledge

• Requires depth and/or breadth of expertise in own technical job discipline.
• Has a wide-range of experiences and advanced technical skills.

Business Expertise

• Interprets internal/external business challenges and recommends design solutions or best practices to improve products, processes or services.
• Is regularly consulted for subject matter advice within technical specialty Leadership.
• Leads one or more technical projects with moderate resource requirements, risk, and/or complexity OR provides technical thought leadership, strategy, and advice specific to an area of focus, such as a product line or a defined network or group of applications.
• Acts as consultant on business issues.

Problem Solving

• Works on complex issues where analysis of situations or data requires an in-depth evaluation. Uses judgement to select evaluation criteria and identify innovative solutions.
• Requires interaction with broader range of stakeholders with client and business impact.
• Leads sophisticated root cause analysis.

Impact

• Impacts the achievement of client, operational, project or service objectives; work is guided by business segment/functional objectives.
• Impacts product customization or an aspect of the product roadmap (i.e., release management).

Interpersonal Skills

• Communicates difficult or complex concepts and negotiates with others to adopt a different point of view.
• Anticipates potential customer objections and persuades others.
• Manages relationships with vendors.
• May facilitate aspects of key client engagements.

What will you contribute?
Reporting to the [Manager Role Name], the [Role Name] is the key interface between Finastra clients on one side and [Organization Name] 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 [Role Name] 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 as a [Role Name] 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 (Microsoft Team's) meetings, 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.

Required Experience

• University degree in Computer Science, Mathematics, Business IT or related major.
• Very good knowledge of C/C++, including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun/ Solaris Studio, Eclipse).
• SQL/ Java/ C#
• Basic expertise with Solaris and Linux Operating systems (medium- advanced expertise on Windows).
• Knowledge on JMS (ActiveMQ implementation) and Tomcat are a plus.
• Excellent written and verbal communication in English.
• 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.

Benefits
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