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.

What will you contribute? As part of the US Payments, Customer Support team, the Technical Support Engineer, Customer Support will be responsible to support customers using Finastra payments systems and customer systems. The support will include functional application support, system technical configuration support, internal coordinating between internal stakeholders including but not limited to Finastra Product, Infrastructure and Development teams. The ideal candidate will be passionate about technology, resourceful, and have excellent skills working with a team. We are looking for an individual who is able to understand and Technical Support and high level infrastructure support. On a daily basis, you will collaborate with our Support Engineers, Infrastructure, Product and Development to effectively support customers on their Payments platform. Knowledge of payments systems, with a good understanding of customer systems and customer facing skills is mandatory. 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, and relevant information using appropriate customer-facing communication as judged by management Create and maintain documentation pertaining to daily operations of the group Assist with day-to-day team coordination as a backup to management Closely follow all processes as formally documented and as otherwise defined by management; seek and suggest improvements to the process Maintain and expand support expertise by learning, as necessary, International and Domestic Payments Products and the software applications Finastra sells Contribute to a positive atmosphere of teamwork through collaborative behavior and open communications Provide accurate and consistent statuses and reporting on different levels Required Skills & Experience: Minimum of 2 years of experience as Technical Support demonstrating success, and support in a cross-functional team environment Excellent communication and customer support skills will be corresponding with senior leadership to successfully solve complex problems exercising judgment based on the analysis of multiple sources of information Payments industry knowledge and expertise working with FedWires, Swift, Nacha and TCH Payments is a plus. Experience in supporting SaaS software Candidate must possess at least a Bachelor's Degree Technical Knowledge Knowledge of SQL, Power BI (is a plus), MQ, SoapUI, Jenkins (plus), Unix and Java (plus) Finastra software delivery and implementation procedures and relevant methodologies Understanding in system integrations using MQ, SFTP, API, Webservices is a plus

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, 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!