Technical Engineer, Customer Support

Technical Support Engineer

At Finastra, we're a global leader in financial services software, dedicated to expanding access to financial services and shaping what's next for the industry. Our technology powers mission-critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world's top 50 banks, in more than 110 countries.

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 guiding customers utilization Payment systems.
• Execute escalation procedures when applicable, as defined by management
• Involvement in the projects, throughout the development and implementation life cycle, to ensure the actual implementation meets the 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
• Work assigned cases through the full case management life cycle
• Continually monitor and update all assigned cases in Salesforce CRM with timeliness, accuracy.

Required Skills & Experience:

Minimum of 8 years of experience as Technical Support 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 exercising judgment based on the analysis of multiple sources of information

Experience in supporting SaaS software

Candidate must possess at least a Bachelor's Degree

Technical Knowledge:

• Strong proficiency in SQL, UNIX, and Windows environments
• Basic experience with shell scripting and automation
• Practical hands-on experience with IBM MQ, ActiveMQ, SOAP UI, or similar API/web service testing tools
• Knowledge of Kubernetes, FFF, Power BI (plus), Jenkins (plus), and foundational understanding of Java (plus)
• Familiarity with Finastra software delivery, implementation processes, and related methodologies
• Understanding of system integrations using MQ, SFTP, APIs, and Web Services

Domain Knowledge:

• Experience in the banking payments domain
• Familiarity with payment rails and industry-standard message formats, especially ISO and SWIFT

Tools & Platforms:

• Proficient with SQL Developer, Web Explorer, JIRA, Jenkins, ServiceNow (SNOW), and Salesforce
• Ability to perform basic network troubleshooting

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, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.

· Medical, life & disability insurance, retirement plan, lifestyle and other benefits*

· Sustainability: 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!