Technical Engineer, Customer Support

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.

Job Description

• The Technical Customer Support role is the key interface between Finastra clients on one side and Finastra 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 responsible for handling and resolving the raised issues in the shortest time possible.
• He/She uses his/her technical expertise to assist functional consultants on a as needed basis.

Responsibilities & Deliverables
Deliverables will include, but are not limited to the following:

• Connect to customer environment and collect all the Logs, information required , replication step and details needed for case investigation, maintaining always communication with client and update them constantly on the progress
• Perform technical investigation of cases in line with our policies and client SLAs, whether they are reported issues, questions or assistance requests, helping client to be able to utilize the product properly as per their needs.
• 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.
• Replicate the respective scenario in the Finastra environments and validate defects thoroughly by ensuring that the described scenarios are fixed.
• Build and provide simple scripts when needed with the assistance of senior colleagues when necessary.
• Perform testing on beta deliveries or fixes before they are released to customers

Required Experience

• 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 on installation, setup, workflows etc is an advantage.
• Technical skills:
• Database SQL
• Knowledge on how to use XML and JSON message format
• Basic expertise with Solaris and Linux Operating systems (medium- advanced expertise on Windows) is `good to have'
• Knowledge on JMS (ActiveMQ implementation) and Tomcat are `good to have'.
• Knowledge of programming knowledge (Java/C#), including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun/ Solaris Studio, Eclipse) are `good to have'.
• Excellent written and verbal communication in English
• Analytical abilities, attention to detail, stability, responsibility as well as customer focus. Have Technical Customer Support experience and supporting clients from other countries and nationalities.
• Ability to work independently and as well as part of a multi-cultural team. Able to collaborate well with internal teams such as, Development Team and Quality Assurance team.
• Willing to work on midshift (3PM-12AM Manila time). Willing to work on weekends and public holidays.

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