Senior Technical Engineer, Customer Support

Job Description

Finastra: Who are we We are one of the world s largest fintechs, with a team made up of over 10,000 superstars, serving more than 8,500 customers across 130 countries. We re an energized bunch, who love to be at the forefront of innovation. We make it our mission to develop and stay ahead of the latest trends and technology. Our goal To put customers at the core of what we do and to deliver solutions that drive transformation and unlock the potential of people and businesses. How do we do this With a heritage and portfolio spanning the entire banking sector, we have used our expertise to create a unique platform-based approach for the world of financial services. Partnering with global players like Microsoft, Accenture, Salesforce and more, to create an open and inclusive development environment. An environment that cultivates ideas, maximizes creativity, and enables innovation.We believe that the future of finance is OPEN. By focusing on OPEN collaboration, supported by our OPEN platform, our OPEN ecosystem and an OPEN and inclusive culture, we can be OPEN for good. Together, we can ensure financial inclusion and open innovation for everybody. The Future is OPEN.Our Mission and Vision:Our vision is to unlock the potential of people and businesses by creating the #1 open platform for innovation in the world of financial services. Our mission is the journey we are on to deliver this vision, and we are well underway, having launched FusionFabric.cloud in 2019. Already recognised as a secure, industry-leading cloud platform, we ve partnered with the largest and most vibrant partner and developer ecosystems to create a hugely scalable environment that fosters collaboration and rapid innovation for all.Inside Finastra, our ambition is to be the most loved and inclusive fintech in the world. Our people across the globe are diverse, talented and open. And we are always looking for the most creative and inspiring minds to join the team. Whoever you are, you re welcome at Finastra. Come and join us - make our home your home and open up the world of finance! What will you contribute To perform this job successfully, an individual must be able to perform the essential duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Responsibilities & Deliverables:

• 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
• Ensure to keep updated the details of customer tickets on tracking tool.

-------------------------------------------Required Skills and Experience:

• University degree in Computer Science, Mathematics, Business IT or related major
• 3 years of experience in IT.
• Experience in customer support.
• Very good knowledge of Oracle and Java, including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun/ Solaris Studio, Eclipse)
• Basic expertise with Solaris and Linux Operating systems (medium- advanced expertise on Windows)
• Knowledge on JMS (ActiveMQ implementation), Oracle report server 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

*************************************************************************************************************The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions. If you need assistance or an accommodation due to disability please contact your recruitment partner.*************************************************************************************************************,

Keyskills :
networkingactive directorylinuxlanserversroot cause analysisroot causeopen innovationcomputer scienceissue resolutionoperating systemsfinancial inclusionverbal communicationtechnical specifications