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.
The Client Support / Technical Support Specialist is responsible for delivering high-quality support to customers by resolving technical issues, addressing inquiries, and ensuring effective product usage. This role involves deep technical investigation, collaboration with internal teams, and maintaining strong client communication to ensure timely and satisfactory resolution of issues.
Provide timely and effective responses to customer requests, including reported issues, queries, and assistance needs, enabling clients to fully utilize Finastra products
Analyze and understand reported issues from both functional and technical perspectives, and replicate scenarios within internal environments for accurate diagnosis
Conduct detailed technical investigations, including root cause analysis, and deliver appropriate solutions or comprehensive findings to relevant stakeholders
Proactively update customers on progress, ensuring transparency throughout the issue resolution lifecycle while maintaining a strong focus on client satisfaction and product quality
Collaborate with cross-functional teams by tracking and following up on escalated issues to ensure timely resolution
Participate in client engagements, including phone calls and virtual meetings (MS Teams, WebEx), to facilitate clear communication and accelerate issue resolution
Validate fixes by thoroughly testing and confirming that reported defects and scenarios have been fully resolved
Escalate complex or critical issues to Team Leaders or Management when necessary to ensure resolution within agreed timelines
- Strong technical troubleshooting and analytical skills
- Ability to perform root cause analysis and problem-solving
- Excellent client-facing and communication skills
- Experience supporting enterprise software solutions
- Ability to manage multiple priorities and work in a fast-paced environment
- Strong collaboration and stakeholder management
- Bachelor’s Degree in Business, Management, Finance, or a related field
- Relevant experience in technical support, application support, or client support roles
- Exposure to financial services or enterprise software solutions is an advantage
- Familiarity with ticketing systems and incident management processes is preferred
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 stand for:
Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.
Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work.
Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*
Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.
Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to everyone who wants to participate and contribute.
Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.
*Specific benefits may vary by location.
At Finastra, each individual is unique—bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves.
Be unique. Be exceptional. Help us make a difference at Finastra.
Skills Required
- Bachelor's Degree in Business, Management, Finance, or a related field
- Relevant experience in technical support, application support, or client support roles
- Exposure to financial services or enterprise software solutions
- Familiarity with ticketing systems and incident management processes
Finastra Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Finastra and has not been reviewed or approved by Finastra.
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Leave & Time Off Breadth — Leave is positioned as flexible/“unlimited” in many roles, which can support work-life balance when team norms allow it. Hybrid/flexible working is also framed as a core part of the overall rewards experience.
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Parental & Family Support — Parental leave is described as relatively generous in the US, with multiple references to roughly three months (or around 12 weeks) fully paid and equal leave for mothers and fathers. This is repeatedly highlighted as a meaningful component of the benefits package.
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Wellbeing & Lifestyle Benefits — Wellbeing support is emphasized through offerings like an Employee Assistance Program and TaskHuman coaching, alongside volunteering time off and employee networks. These programs broaden total rewards beyond cash compensation.
Finastra Insights
What We Do
At Finastra our purpose is to unlock the power of finance for everyone & redefine finance for good. We’re the orchestrator of open finance; building and delivering innovative, next-generation technology on our open Fusion software architecture and cloud ecosystem. We’re one of the world’s largest FinTechs, working with over 9,000 customers including 90 of the top 100 banks globally. We’re creating a pioneering open platform that’s disrupting the financial industry, changing how financial software is developed and used. We believe in collaboration for innovation, to unlock the potential of people, businesses and communities. We have an unmatched portfolio of financial software and deliver mission critical solutions for financial institutions of all sizes, on premises or in the cloud. Our open architecture and platform approach embrace a wide ecosystem of partners and co innovators. Together we're leading the way in which applications are written, deployed and consumed in the world of financial services. Our people mission is to be the most loved and inclusive fintech company in the world; a mission we take seriously. DE&I factors into everything we do and every decision we make as a business. When you join Finastra, you open up a world of possibilities. With us, you can supercharge financial institutions, big tech and fintech while also building a more inclusive finance industry. We believe our people thrive when given the opportunity to be their authentic selves and we trust our people to work how, when and where they want; this is OPENworking. Our 2+ policy provides the perfect mix of focused work at home, coupled with the meaningful connection that comes from in person collaboration, coaching and community. We're rolling out a new programme where our people take as much leave as they need; we do not count vacation days and we trust our people to work in a way that suits them, when it suits them. Come join the future of Fintech, and make your world. OPEN.
