Technical Engineer, Customer Support

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.

This role is the key interface between Finastra clients on one side and development 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, assisting with implementations, services and on call support as needed.

Responsibilities & Deliverables:
Your deliverables in this role will include, but are not limited to, the following:

• Provide excellent customer service by responding to various requests, issues, and inquiries from clients, ensuring that they can use the product effectively and efficiently according to their needs.

• Demonstrate strong technical skills and knowledge by understanding and replicating the reported issues in the Client and Finastra environments, performing in-depth technical investigations with root cause analysis, and offering adequate solutions where possible or detailed analysis to the stakeholder teams, with minimal assistance.

• Ensure timely and clear communication with the clients by updating them on the progress and status of the issue resolution, tracking and following up on the issues sent to other departments, and participating in client meetings and WebEx sessions as needed, focusing on the client's satisfaction and product quality.

• Validate the fixed defects thoroughly by testing the described scenarios and confirming that they are resolved.

• Escalate the issues with the Team Leader and/or Manager when needed, providing relevant information and analysis.

• Ability to document in detail in all interactions, troubleshooting, testing and research case ticketing system visible to clients.

• Create knowledge base articles or other technical documents to drive self service solutioning for clients via client portal.

• Provide feedback and suggestions for product improvement and enhancement, based on the experience with the customer issues and the product knowledge acquired.

• Collaborate and communicate effectively with the team members and other internal stakeholders, sharing knowledge, best practices and relevant information, and supporting each other to achieve the team and organizational goals.

Required Experience:

• University degree in Computer Science, Mathematics, Business IT or related major or equivalent job experience

• Debugging skills and experience with debugging tools, audit logs, etc.

• Medium expertise with Windows Operating System

• Medium expertise with networking, firewalls, and IP addresses

• 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

To be successful in this role, you should have the following qualifications and skills:

• Banking knowledge (preferred but not required): You should have a solid understanding of the banking sector, its products, services, regulations, and processes. You should be able to communicate effectively with banking professionals and understand their needs and challenges.

• Analyze and adapt mentality: You should have strong analytical and problem-solving skills, as well as the ability to adapt to changing situations and customer demands. You should be able to use logic to identify the root cause of technical issues, find solutions, and implement them quickly and efficiently.

• Technical aptitude: You should have a good grasp of technology, especially software applications, databases, networks, and security. You should be familiar with common operating systems, browsers, and devices. You should be able to learn new technologies and tools quickly and independently.

• Customer service: You should have excellent communication and interpersonal skills, as well as a positive and professional attitude. You should be able to listen to customers, understand their concerns, and provide clear and concise responses. You should be able to handle difficult situations with patience and empathy.

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!

Applicants for this position need to be located in posted location or their immediate surrounding areas. Due to the requirements of this position, this job posting is not available for, and Finastra will not be considering any applicants who currently reside in New York City or California.