Job Description

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?
Reporting to the Manager, the [Role Name] is the key interface between Finastra clients on one side and [Organization Name] organization 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 a product specialist, with technical competencies, responsible for handling and resolving the raised issues in the shortest time possible. The [Role Name] also uses their technical expertise to assist functional consultants on a as needed basis. At times, this role may be called upon to do testing on beta deliveries or fixes before they are released to customers or be requested to go on site to handle issues on the client's premises.
Responsibilities & Deliverables:
Your deliverables as a Technical Support Engineer will include, but are not limited to, the following:

• Respond to customer requests, whether they are reported issues, questions or assistance requests, helping them to be able to utilize the product properly as per their needs
• Understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in the Finastra environments
• Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams
• 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
• Participate in client (phone) meetings, WebEx sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
• Provide on-site or remote support during client conversions as applicable.
• Validate defects thoroughly by ensuring that the described scenarios are fixed
• Test and troubleshoot system configuration and functionality.
• Maintain, enhance, and broaden knowledge and skills of software applications and industry practices.
• Build and provide simple scripts with the assistance of senior colleagues when necessary
• Write technical specifications and best practices documentation
• Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed

Required Experience:

• University degree in Computer Science, Mathematics, Business IT or related major
• Good knowledge of Java including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun/ Solaris Studio, Eclipse)
• SQL/ C#
• Basic expertise with Solaris and Linux Operating systems (medium- advanced expertise on Windows)
• Knowledge on CORBA (the Orbix implementation), JMS (ActiveMQ implementation)
• Excellent written and verbal communication in English
• Analytical abilities, attention to detail, stability, responsibility as well as customer focus
• Ability to work independently as well as part of a customer facing team
• Prior experience supporting customers of banking or financial software applications preferred

• Experience in business issue triage
• Experience in application configuration
• Must have good verbal/phone presence - experience in call center or customer support is a plus
• Ability to cite personal success in the following:

• Managing issues and projects with 3rd party vendors
• Multi-tasking and managing changing priorities to meet demands of clients
• Contributing to an atmosphere of teamwork through collaborative behavior and open communications
• Excellent analytical and communication (Verbal and written) skills; process-oriented
• Successful candidate must enjoy problem solving, which is a significant part of the job
• Client facing service experience required.
• Software implementation, support, or training experience strongly preferred.
• Experience with project management disciplines preferred.
• Experience with Finastra products a plus.

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*
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!

Skills Required