Senior Technical Support Engineer

Role Overview

• 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.

Requirements

• 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.

Tech Stack

• Java
• Linux
• SQL

Benefits

• 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.
• 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.
• Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.
• Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.
• 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.
• Access online learning and accredited courses through our Skills & Career Navigator tool.
• 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.