Technical Customer Support Advisor

Technical Support Engineer

Reporting to the Manager of Customer Support, the Technical Support Engineer will be responsible for delivering expert assistance to clients across all current and future Payment product offerings provided by Finastra.

Key Responsibilities

• Provide professional application and technical support & consultation to clients of Finastra
• Payment products, typically banks or major corporations
• Provide tier 2 support: act as initial escalation point for Operations & Application Support staff and the customer; provide guidance and training for support staff of all levels; execute escalation procedures when applicable, as defined by management
• 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
• Continually monitor and update all assigned cases in Salesforce CRM with timeliness, accuracy, relevant information and using appropriate customer-facing communication as judged by management. Cases are accessible internally and by Finastra clients.
• Lead installation, implementation and client coordination of testing fixes provided by Development for Production related issues; document work following change control protocol
• Create and maintain documentation pertaining to daily operations of the Payments Customer Support Group
• Install and Maintain Test Environments for all Payment Products for support of the Payments Group
• Participate in and sometimes lead infrastructure changes that relate to Payment products
• Maintain and expand support expertise by learning, as necessary, International and Domestic Payments Products and the software applications Finastra sells
• Perform all other duties as assigned

Requirements and Qualifications

• Bachelor's degree (concentration in Computer Science or Computer Engineering preferred)
• Experience with support of technical services and must have the ability to quickly learn the technical aspects needed to support the products
• Prior experience in supporting customers of banking or financial software applications preferred
• Must have good verbal/phone presence - experience in call center or customer support is a plus
• Ability to multi-task and manage changing priorities to meet demands of clients
• Demonstrated ability to contribute to an atmosphere of teamwork through collaborative behavior and open communications
• Experience interfacing with others via phone and email at all levels from senior management to junior staff
• Excellent analytical and communication (verbal and written) skills; process-oriented
• Successful candidate must enjoy problem solving, which is a significant part of the job
• Expert technical skills in any of the following are desired: Windows Server administration & support; networking concepts, analysis & troubleshooting; web server technologies such as IIS, Apache/Tomcat; remote access; virtualization; relational databases; Windows-centric system and application support

Work Environment

• Manila night shift - US hours
• Willingness to work off hours and occasional long hours when necessary to achieve customer and company objectives
• Work independently and collaboratively
• Work remotely to provide support, as required
• Participate with other team members in rotating schedule for on-call duty and early shift, with possibility to convert to formal early shift assignment

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, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• 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!