Technical Engineer, Customer Support (Oracle SQL)
Who are we?
At 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.
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 products
Triage functional application issues, payment processing issues and guiding customers utilization Payment systems.
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
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.
Required Skills & Experience:
Minimum of 3 years of experience as Technical Support demonstrating success, and support in a cross-functional team environment
Excellent communication and customer support skills will be corresponding with senior leadership to successfully solve complex problems exercising judgment based on the analysis of multiple sources of information
Experience in supporting SaaS software
Candidate must possess at least a Bachelor's Degree
Technical Knowledge:
Technical Expertise
- Strong proficiency in OracleSQL, UNIX, and Windows environments
- Basic experience with shell scripting and automation
- Practical hands-on experience with IBM MQ, ActiveMQ, SOAP UI, or similar API/web service testing tools
- Knowledge of Kubernetes, FFF, Power BI (plus), Jenkins (plus), and foundational understanding of Java (plus)
- Familiarity with Finastra software delivery, implementation processes, and related methodologies
- Understanding of system integrations using MQ, SFTP, APIs, and Web Services
Domain Knowledge
- Experience in the banking payments domain
- Familiarity with payment rails and industry-standard message formats, especially ISO and SWIFT
Tools & Platforms
- Proficient with SQL Developer, Web Explorer, JIRA, Jenkins, ServiceNow (SNOW), and Salesforce
- Ability to perform basic network troubleshooting
We 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:
Flexibility: 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.
Well-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.
Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*
Sustainability: Paid time off for volunteering and donation-matching opportunities to support causes that matter to you.
Inclusion: 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.
Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
Recognition: 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.
*Specific benefits may vary by location.
At 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.
Be unique. Be exceptional. Help us make a difference at Finastra.