{"id":112413,"url":"https://alion.io/job/finastra-senior-technical-engineer-customer-support-tp3","title":"Senior Technical Engineer, Customer Support","company":{"id":3635,"name":"Finastra","domain":"finastra.com","url":"https://alion.io/company/finastra","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":20,"ghost_share":0,"stale_share":0.6,"repost_share":0.05,"time_to_fill_p50_days":42,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15000,"max_usd":34000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":8444},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Java","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-08-20T00:00:00Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-28T09:20:58Z","board_verified":true,"closed_at":null,"days_open":69,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":69},"description":"Who are we?\nAt Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission-critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.\n\nDisclaimer:\nFinastra has signed an agreement to sell its Universal Banking business to Pollen Street Capital, with completion expected end 2026 / early 2027, subject to consultation and customary closing conditions. Upon completion, this role is expected to transition to the standalone Universal Banking business, creating opportunities to support its future growth and success.\nWhat will you contribute?\nThe holder of the role is a product specialist, with technical competencies, responsible for handling and resolving the raised issues in the shortest time possible. Furthermore, holder of the role will provide guidance to junior colleagues and colleagues from other groups/functions.\n Responsibilities & Deliverables:\nDeliverables will include, but are not limited to, the following:\nRespond to customer requests, whether reported issues, questions or assistance requests, enabling the customers to utilize the Finastra product properly.\nUnderstand the reported issue (from functional and technical perspective) and be able to replicate the respective scenario in Finastra environments.\nPerform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams.\nUpdate 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.\nParticipate in client meetings/WebEx/Teams sessions, in order to ensure proper communication from/to customers end or/and do remote troubleshooting if required.\nValidate issues thoroughly by ensuring that there is enough information available including logs; DB dumps; exact replication steps; screenshots of errors etc., before raising defects.\nContribute actively towards knowledge base creation with internal articles on how-to’s / best practices / solutions / etc., as well as external documents for clients’ usage such as release notes or knowledge base articles.\nEnsure that all raised incidents are followed through until closure diligently within SLA timelines.\nEmbed AI into project delivery to drive productivity, automate routine activities, strengthen decision quality through trusted data, and deliver continuous process improvement while applying appropriate human judgement.\nRequired Experience:\nUniversity degree in Computer Science, Mathematics, Business IT or related major\n5 yrs solid experience in Technical Customer Support in Fintech industry, specifically Payments\nKnowledge/experience in Finastra Payment Manager (FPM)\nKnowledge/experience in Clearing and Settlement Mechanism (CSM) such as SWIFT, SEPA, TIPS, UKFPS, BACS\nKnowledge/experience in Java programming (preferred) and SQL\nExcellent written and verbal communication in English\nAnalytical abilities, attention to detail, stability, responsibility as well as customer focus\nAbility to work independently as well as part of a customer facing team\nTeam-oriented thinking, collaborative\nWe are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we stand for:\nFlexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.\nWell-being: Access confidential one-to-one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive-inside and outside of work.\nHealth & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*\nSustainability: Paid time off for volunteering and donation-matching opportunities to support causes that matter to you.\nInclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra-open to everyone who wants to participate and contribute.\nCareer Development: Access online learning and accredited courses through our Skills & Career Navigator tool.\nRecognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.\n*Specific benefits may vary by location.\nAt Finastra, each individual is unique-bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves.\nBe unique. Be exceptional. Help us make a difference at Finastra.","description_format":"text","description_chars":5195,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Hybrid work","Retirement plans"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Financial Software & Embedded Finance"],"lifecycle":[{"event":"open","at":"2026-08-20T00:00:00Z"},{"event":"open","at":"2026-09-05T22:00:00Z"}],"visa":[],"liveness":{"score":19,"band":"cold","label":"Long shot","p_open":1,"p_active":0.537,"p_room":0.36,"age_days":69,"expected_fill_days":42,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/finastra-senior-technical-engineer-customer-support-tp3","json_url":"https://alion.io/job/finastra-senior-technical-engineer-customer-support-tp3.json","meta":{"generated_at":"2026-10-28T13:17:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17879,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3635},"rest":"https://alion.io/mcp/rest/get_company?id=3635"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffinastra-senior-technical-engineer-customer-support-tp3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffinastra-senior-technical-engineer-customer-support-tp3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffinastra-senior-technical-engineer-customer-support-tp3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/finastra-senior-technical-engineer-customer-support-tp3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffinastra-senior-technical-engineer-customer-support-tp3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":112413}},{"tool":"search_jobs","arguments":{"company":"finastra.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":112413},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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