Technical Product Support Engineer

Technical Product Support Engineer

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We have been doing this for over 30 years through the pioneering spirit of our Temenosians who are passionate about making banking better, together.

We serve over 3000 clients from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.

At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

The Product Analysis and Customer Support (PACS) team provides expert-level support to clients using Temenos products, including those in the implementation phase as well as live customers. PACS manages all client support requests, ensuring seamless product experience and client satisfaction. Product Analysis and Customer Support (PACS) team is looking for Technical Product Support Engineer to drive and provide technical support for Temenos Suite of products that span across Quantum & Infinity (Chennai/Hyderabad). In this role you will provide technical support for Mobile Application built using Kony Fabric and Kony Mobile application development platform. Collaborate with Product, Engineering, Customer Success and other delivery team to resolve & manage customer issues and escalations.

Seeking for candidate with Java, J2EE, JavaScript, JSP, RDBMS and Webservers experience available to join in 30 to 45 days.

Responsibilities include:

• Understand the details in ticket logged. Validate the completeness of information provided and if required, collect further information from client. Use the collected information to analyze the problem threadbare.
• When identified as a bug, do comprehensive documentation including product analysis of defect, elaborating the root cause and possible resolution for the defect. Provide additional information that would help Development team to fix and test the problem effectively.
• In case of non-defects, educate client with adequate information & procedures on how to handle the scenario/meet the requirement.
• Act as the technical reference point during software implementation/upgrades. Provide guidance and support to client IT teams.
• Develop/Enhance Tools that will help in reducing the analysis time and boost customer experience. Best tools have fair chance of getting integrated to Core product
• Available to perform onsite analysis of tickets at client places. Typically this would be required during the milestone period of the client like Go Live of implementation, branches, and Upgrade.
• Understand the working of the specific product – application(s) in which expertise needs to be built through training programs including on the job training, class room training and training material available on the knowledge collateral(s).

Qualifications include:

• Bachelor's degree in engineering or computer science with at least 7 to 10 years of relevant experience in Software development and Product/Application support.
• Experience in Java, JavaScript, HTML, CSS.
• Experience in Java, J2EE, JSP, RDBMS and Webservers
• You should have excellent programming, debugging, troubleshooting and problem-solving skills.
• Prefer Mobile or Web development background with experience in native mobile OS like iOS, Android or Windows is preferred.
• Should be able to deliver 24 X 7 support to our global customer base.

Temenos Values:

• Care - We care and listen to each other, our clients, partners and the communities we serve.
• Commit - We commit with determination and persistence to make things happen.
• Collaborate - We collaborate within Temenos and across a wider partner ecosystem.
• Challenge - We challenge the status quo, try to look at things differently and drive change.

Benefits include:

• Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month.
• Civil Partnership: 1 week of paid leave if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership.
• Family care: 4 weeks of paid family care leave.
• Recharge days: 4 days per year to use when you need to physically or mentally recharge.
• Study leave: 2 weeks of paid leave each year for study or personal development.