Customer Success Engineer
SunGard
Makati City, PH
16d ago

RESPONSIBILITIES :

As a Customer Success Engineer, you will support our customers, throughout their life as users of our platform, helping them maximize the benefits they get from it :

  • Customer onboarding. You will be responsible for the initial onboarding of new customers. On top of setting up their accounts and environments, this also involves connecting them with the rest of the world, by helping to build interfaces or custom reports.
  • Customer support. Once customers are live, you will support them, whether they need to perform testing, to setup a new module, or to be trained on a topic they do not master yet.
  • Proactive platform monitoring. You will strive to uncover (and sometimes fix) problems before anybody else notices them.
  • You are responsible for helping FIS meet its SLAs with its customers.

  • Problem analysis. While workarounds and quick fixes can have their value, you will strive to avoid them, always preferring to get a complete understanding of the root cause of the issue, and pushing for a permanent solution.
  • Job conditions : Travel : very limited

    Travel : very limited

    Work location : FIS office with occasional home working.

    Working hours : normal business hours, with occasional out of hours’ conference calls with remote teams.

    EDUCATIONAL REQUIREMENT :

  • Bachelor’s degree in Computer Science or Economics. Master’s degree desirable.
  • GENERAL KNOWLEDGE, SKILLS & ABILITIES :

  • 5-7 years’ experience as a Customer Success Engineer.
  • General IT proficiency (basic scripting capabilities, basic SQL / XML knowledge). Scripting such as XML, SQL statements, VBA or Powershell.
  • Some software development experience (while the language or platform does not matter, an understanding of what it represents to develop and test software does).
  • Experience working in a SaaS or cloud company.
  • Some understanding of the banking, payments or treasury business.
  • Bi-lingual English and Japanese is a huge advantage.
  • With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions.

    We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries.

    Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index.

    FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients.

    For specific information on how FIS protects personal information online, please see the FIS Online Privacy Notice.

    FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.

    The EEO is the Law poster is available here and here

    For positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) ADA Disclaimer : In developing this job description care was taken to include all competencies needed to successfully perform in this position.

    However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation.

    All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

    As part of the selection process this role may require an assessment to determine suitability

    Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies.

    FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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