Expert Technical Engineer

Responsibilities

What will you contribute?

Reporting to the Customer Support Manager, the Expert Technical Engineer is the key interface between Finastra clients on one side and Finastra 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 Expert Technical 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.

• 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, 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 scripts when necessary
• Write technical specifications and best practices documentation
• Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed
• Leads initiatives or projects successfully to completion; Lead junior resources in addressing customer escalations and resolving complex issues

• 7+ years of Technical Customer Support Experience, Banking or Financial Institution with at least 3 years as a technical support lead with proven expertise and leadership experience in driving technical support standards and procedures
• University degree in Computer Science, Mathematics, Business IT or related major
• Expert debugging skills and experience with debugging tools on different operating systems (iSeries, Eclipse)
• SQL/ Java/ RPGLE/ CL
• 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, and collaborate effectively across Sales, Engineering, and Product teams, as well as partners.
• Advanced analytical skills and motivation to solve tough technical problems.
• Strong technical aptitude with a desire for continuous learning and improvement.
• Excellent communication skills and ability to speak and write clearly and accurately, particularly as it relates to technical concepts.
• Willing to work on Philippine holidays, on shifts or be assigned on 'after hour' rotation.