Senior Technical Engineer, Customer Support

Finastra Philippines Inc; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Finastra Philippines Inc is seeking a product specialist with strong technical support experience in fintech, especially payments. You will handle customer issues, investigate root causes, and guide junior staff. Fluency in English and knowledge of FPM and SWIFT/CSM are preferred. Ability to work independently in a customer-facing role is essential.

The role emphasizes resolving incidents within SLA, contributing to knowledge base, and interfacing with clients in multiple sessions as needed.

Qualifications

• University degree in Computer Science, Mathematics, Business IT or related major.
• 5 years of solid experience in Technical Customer Support in Fintech, payments.
• Experience with Finastra Payment Manager (FPM).
• Knowledge of Clearing and Settlement Mechanisms (SWIFT, SEPA, TIPS, UKFPS, BACS).
• Java programming (preferred) and SQL, plus strong English communication.

Responsibilities

• Respond to customer requests and help users utilize Finastra products effectively.
• Understand issues from functional/technical perspectives and replicate scenarios.
• Conduct technical investigation with root-cause analysis and propose solutions.
• Update clients on progress and coordinate across departments for timely resolution.
• Attend client meetings and perform remote troubleshooting when needed.
• Ensure incidents are tracked and closed within SLA timelines.
• Embed AI into project delivery to improve productivity and data quality.

Skills

Technical Support

Customer Service

English Proficiency

Analytical Thinking

Teamwork

Java

SQL

Fintech Knowledge

Education

Bachelor's degree in Computer Science or related field

Tools

Finastra Payment Manager (FPM)

SWIFT/CSM familiarity

SQL tooling

Job description

Disclaimer:

Finastra 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.

What will you contribute?

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. Furthermore, holder of the role will provide guidance to junior colleagues and colleagues from other groups/functions.

Responsibilities & Deliverables:

Deliverables will include, but are not limited to, the following:

• Respond to customer requests, whether reported issues, questions or assistance requests, enabling the customers to utilize the Finastra product properly.

• Understand the reported issue (from functional and technical perspective) and be able to replicate the respective scenario in 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 meetings/WebEx/Teams sessions, in order to ensure proper communication from/to customers end or/and do remote troubleshooting if required.

• Validate issues thoroughly by ensuring that there is enough information available including logs; DB dumps; exact replication steps; screenshots of errors etc., before raising defects.

• Contribute 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.

• Ensure that all raised incidents are followed through until closure diligently within SLA timelines.

• Embed 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.

Required Experience:

• University degree in Computer Science, Mathematics, Business IT or related major

• 5 yrs solid experience in Technical Customer Support in Fintech industry, specifically Payments

• Knowledge/experience in Finastra Payment Manager (FPM)

• Knowledge/experience in Clearing and Settlement Mechanism (CSM) such as SWIFT, SEPA, TIPS, UKFPS, BACS

• Knowledge/experience in Java programming (preferred) and SQL

• 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

• Team-oriented thinking, collaborative