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.
What will you contribute?
As a Technical Engineer, Customer Support, you will play a critical role in ensuring the stability, performance, and availability of Finastra's hosted payments solutions for leading financial institutions. You will serve as a trusted technical advisor to customers, providing expert support for complex production environments, driving incident resolution, and partnering with Product, Engineering, Infrastructure, and Operations teams to deliver outstanding customer outcomes.
This is an exciting opportunity to work at the heart of modern payment ecosystems, supporting mission-critical payment processing platforms that enable banks to operate efficiently and securely.
Responsibilities & Deliverables
- Provide advanced application and production support for hosted Payments solutions, ensuring high levels of service availability and customer satisfaction.
- Investigate, troubleshoot, and resolve complex production issues across application, database, and infrastructure layers.
- Lead technical triage and resolution activities for critical incidents, including Sev1 and Sev2 situations.
- Perform root cause analysis and drive corrective actions to prevent recurring issues.
- Work closely with Engineering, Product Management, Operations, and Infrastructure teams to expedite issue resolution and continuous service improvement.
- Act as the primary technical contact for customer escalations, providing clear and timely communication throughout the incident lifecycle.
- Support customer go-live activities, certifications, migrations, and operational readiness initiatives.
- Contribute to process improvements, knowledge management, and automation initiatives to enhance support efficiency and customer experience.
Required Experience
· Minimum of 2 years of experience as Technical Support demonstrating success, and support in a cross functional team environment
- Strong understanding of payment processing, payment operations, and transaction lifecycle management.
- Experience supporting mission-critical banking applications in a hosted or managed services environment.
- Proven ability to manage complex incidents, customer escalations, and cross-functional technical investigations.
- Experience working directly with financial institutions and enterprise customers.
- Bachelor’s Degree is required
Preferred Technical Skills
- Strong SQL and database troubleshooting experience, ideally with Microsoft SQL Server.
- Experience with Windows Server environments, IIS, and application support troubleshooting.
- Expertise in log analysis, performance troubleshooting, defect investigation, and root cause analysis.
- Understanding of integration troubleshooting across multiple enterprise systems.
- Exposure to Azure cloud environments, JBoss application servers, and certificate management is advantageous.
Payments & Banking Knowledge
- High-value and real-time payment processing.
- SWIFT messaging and payment workflows.
- Clearing, settlement, and payment exception management.
- Payment investigations and operational support.
- Exposure to FedNow, TCH, certification testing, and go-live validation activities is considered a plus.
Skills & Competencies
- Strong analytical and problem-solving capabilities.
- Excellent stakeholder management and customer communication skills.
- Ability to perform effectively in high-pressure, customer-facing environments.
- Strong sense of ownership, accountability, and attention to detail.
- Proven ability to collaborate across global, cross-functional teams.
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
- At least 2 years of technical support experience with demonstrated success in cross-functional team environments
- Excellent communication and customer support skills
- Experience corresponding with senior leadership to solve complex problems using multiple information sources
- Incident management experience, including major-incident bridge calls and documenting troubleshooting and service restoration details
- Experience supporting SaaS software
- Knowledge of SQL
- Familiarity with ServiceNow
- Familiarity with Agile methodologies
- Basic network troubleshooting knowledge
- Knowledge of Windows-based technology
- Bachelor's degree or equivalent combination of education and experience
- Knowledge of FedWires, SWIFT, NACHA, and TCH Payments
- Knowledge of Power BI
- Knowledge of Jenkins
- Knowledge of Java
- Understanding of MQ, SFTP, API, and web services integrations
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.
-
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.
-
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.
-
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.
.png){kind=logo}
