Responsibilities
What will you contribute?As part of the US Payments, Customer Support team, the 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 Technical Support Engineer will include, but are not limited to, the following:Provide professional application and technical support & consultation to clients of Finastra Payment productsTriage functional application issues, payment processing issues and guiding customers utilization Payment systems.Execute escalation procedures when applicable, as defined by managementInvolvement in the projects, throughout the development and implementation life cycle, to ensure the actual implementation meets the requirementsWork 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 vendorsWork assigned cases through the full case management life cycleContinually monitor and update all assigned cases in Salesforce CRM with timeliness, accuracy, and relevant information using appropriate customer-facing communication as judged by managementCreate and maintain documentation pertaining to daily operations of the groupAssist with day-to-day team coordination as a backup to managementClosely follow all processes as formally documented and as otherwise defined by management; seek and suggest improvements to processMaintain and expand support expertise by learning, as necessary, International and Domestic Payments Products and the software applications Finastra sellsContribute to a positive atmosphere of teamwork through collaborative behavior and open communicationsProvide 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 environmentExcellent 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 informationIncident Management experience by participating in a bridge calls for major incidents, and documenting troubleshooting steps and service restoration detailsPayments industry knowledge and expertise working with FedWires, Swift, Nacha and TCH Payments is a plus.Experience in supporting SaaS softwareTechnical KnowledgeKnowledge of SQL, Power BI (is a plus), MQ, SoapUI, Jenkins (plus), Unix and Java (plus)Familiarity with ServiceNow, Agile methodologies, basic Network troubleshootingWindows based technology such asFinastra software delivery and implementation procedures and relevant methodologiesUnderstanding in system integrations using MQ, SFTP, API, Webservices is a plusEducation / Certification: Bachelor's Degree or an equivalent combination of education and/or experience
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