What will you contribute?
As part of the US Payments, Customer Support team, the Sr. Technical Support Engineer , Customer Support will be responsible to support customers using Finastra payments systems and customer systems.
The support will include functional application support, system technical configuration support, internal coordinating between internal stakeholders including but not limited to Finastra Product, Infrastructure and Development teams.
The ideal candidate will be passionate about technology, resourceful, and have excellent skills working with a team. We are looking for an individual who is able to understand and Technical Support and high-level infrastructure support.
On a daily basis, you will collaborate with our Support Engineers, Infrastructure, Product and Development to effectively support customers on their Payments platform.
Knowledge of payments systems, with a good understanding of customer systems and customer facing skills is mandatory.
Responsibilities & Deliverables :
Your deliverables as a Sr. Technical Support Engineer will include, but are not limited to, the following :
Provide professional application and technical support & consultation to clients of Finastra Payment products
Lead and coordinate Finastra Strategic Initiatives i.e. product conversion, migration to cloud
Act as a tier 3 escalation point for Technical Application Support staff; execute escalation procedures when applicable, as defined by management
Involvement in the projects, throughout the development and implementation lifecycle, to ensure the actual implementation meets the requirements
Provide guidance, training and mentorship for support staff of all levels
Create training materials and training plans for future and current staff
Lead intake items from clients and partner with Product and Development groups to ensure hotfixes, releases and patches are delivered and rolled out to customers
Lead installation, implementation and client coordination of testing fixes provided by development for production related issues;
document work following change control protocol
Help other staff work their cases to resolution in the same fashion
Triage functional application issues, payment processing issues and guiding customers utilization Payment systems.
Work collaboratively with customers’ and Finastra technical groups for connectivity to various interfaces / applications such as the Federal Reserve Bank, Depository Financial Institutions, and other third-party vendors
Work assigned cases through the full case management life cycle
Continually monitor and update all assigned cases in Salesforce CRM with timeliness, accuracy, and relevant information using appropriate customer-facing communication as judged by management
Create and maintain documentation pertaining to daily operations of the group
Assist with day-to-day team coordination as a backup to management
Closely follow all processes as formally documented and as otherwise defined by management; seek and suggest improvements to process
Maintain and expand support expertise by learning, as necessary, International and Domestic Payments Products and the software applications Finastra sells
Contribute to a positive atmosphere of teamwork through collaborative behavior and open communications
Provide accurate and consistent statuses and reporting on different levels
Required Skills & Experience :
Minimum of 2 years of experience as Technical Support demonstrating success, and support in a cross functional team environment
Excellent communication and customer support skills, will be corresponding with senior leadership to successfully solve complex problems exercising judgement based on the analysis of multiple sources of information
Incident Management experience by participating in a bridge calls for major incidents, and documenting troubleshooting steps and service restoration details
Payments industry knowledge and expertise working with FedWires, Swift, Nacha and TCH Payments is a plus.
Experience in supporting SaaS software
Knowledge of SQL, Power BI (is a plus), MQ, SoapUI, Jenkins (plus), Unix and Java (plus)
Familiarity with ServiceNow, Agile methodologies, basic Network troubleshooting
Windows based technology such as
Finastra software delivery and implementation procedures and relevant methodologies
Understanding in system integrations using MQ, SFTP, API, Webservices is a plus
Education / Certification : Bachelor’s Degree or an equivalent combination of education and / or experience