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?
Reporting to the Manager, the Senior Technical Support Engineer 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 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.
