What will you contribute?
Reporting to the Technical Support Lead , the Technical Support Engineer is the key interface between Finastra clients on one side and the FMS 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 Technical Support Engineer 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
Validate defects thoroughly by ensuring that the described scenarios are fixed
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
Very good knowledge of C / C++, including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun / Solaris Studio, Eclipse)
SQL / Java / C#
Basic expertise with Solaris and Linux Operating systems (medium- advanced expertise on Windows)
Knowledge on CORBA (the Orbix implementation), JMS (ActiveMQ implementation) and Tomcat are a plus
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
Work schedule : Night Shift