Associate Technical Engineer, Customer Support

Who are we At Finastra we are a dynamic global provider of open finance software solutions dedicated to expanding access to financial services Our innovative applications span Lending Payments Treasury and Capital Markets and Universal Banking Proudly serving over 8 000 customers including 45 of the world s top 50 banks we aim to boost financial inclusion for all Join us and be part of a vibrant company that embraces diverse perspectives and is committed to doing well by doing good What will you contribute Reporting to the Technical Support Manager the Associate Technical Engineer is the key interface between Finastra clients on one side and Finastra organization on the other side contributing to the overall delivery of software and services to ensure a world class customer experience The holder of the role is a product specialist with technical competencies responsible for handling and resolving the raised issues in the shortest time possible The Associate Technical Engineer also uses their technical expertise to assist functional consultants on a as needed basis At times this role may be called upon to do testing on beta deliveries or fixes before they are released to customers or be requested to go on site to handle issues on the client s premises Responsibilities Deliverables Your deliverables as a Associate Technical Engineer will include but are not limited to the following 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 Required Experience University degree in Computer Science Mathematics Business IT or related major Very good knowledge of C C including debugging skills and some experience with debugging tools on different operating systems Visual Studio Sun Solaris Studio Eclipse SQL Java C Basic expertise with Solaris and Linux Operating systems medium- advanced expertise on Windows Knowledge on CORBA the Orbix implementation JMS ActiveMQ implementation 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 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 uphold Flexibility Enjoy unlimited vacation based on your location and business priorities Hybrid working arrangements and inclusive policies such as paid time off for voting bereavement and sick leave Well-being Access confidential one-on-one therapy through our Employee Assistance Program unlimited personalized coaching via our coaching app and access to our Gather Groups for emotional and mental support Medical life disability insurance retirement plan lifestyle and other benefits ESG Benefit from paid time off for volunteering and donation matching DEI Participate in multiple DE I groups for open involvement e g Count Me In Culture Finastra Proud Finastra Disabilities Finastra Women Finastra Career Development Access online learning and accredited courses through our Skills Career Navigator tool Recognition Be part of our global recognition program Finastra Celebrates and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best Specific benefits may vary by location At Finastra each individual is unique bringing their own ideas thoughts cultural beliefs backgrounds and experiences together We learn from one another embrace and celebrate our differences and create an environment where everyone feels safe to be themselves Be unique be exceptional and help us make a difference at Finastra