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What will you contribute?

As part of the Global Payments, Customer Support team, the Technical Application Support Engineer will be responsible to support customers using Finastra payments systems and customer systems. The support will include functional application support, system upgrade projects, system technical configuration support, internal coordinating between internal stakeholders including but not limited to Finastra Product, Infrastructure and Development teams. Support upgrades on occasion, hotfix deployments and technical transformation projects. 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 Application 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 an Application Support Engineer will include, but are not limited to, the following:

  • Provide professional application and technical support & consultation to clients of Finastra Payment products, typically banks or major corporations
  • 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 life cycle, to ensure the actual implementation meets the requirements
  • 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
  • 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
  • Writing internal ‘How-to’ guides, training materials, and end-user documentation
  • Provide guidance, create training materials, and training plans to support staff of all levels
  • 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
  • Lead installation, implementation and client coordination of testing fixes provided by development for production related issues; document work following change control protocol
  • Install and maintain test environments for support of the group
  • Participate in and often lead infrastructure changes that relate to Payment products
  • 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 5 years of experience as an Technical Engineer demonstrating success, and support in a cross functional team environment
  • In-depth payments industry knowledge and expertise working with FedWires, Swift, Nacha and TCH Payments is a plus.
  • Success solving complex problems; exercising judgement based on the analysis of multiple sources of information
  • Impacts a range has experience with end to end accountability for assigned processes or products.

Technical Knowledge

  • Deep knowledge of SQL, Power BI (is a plus) MQ, SoapUI, Jenkins, or standard automation tools
  • Deep knowledge of Finastra software delivery and implementation procedures and relevant methodologies
  • Deep understanding in system integrations using MQ, SFTP, API, Webservices, etc.
  • Experience writing internal ‘How-to’ guides, training materials, and end-user documentation
  • Education / Certification: Bachelor’s Degree or an equivalent combination of education and/or experience

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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.


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Confirmed 5 hours ago. Posted 30+ days ago.

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