Senior Technical Engineer, Customer Support

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Unlimited vacation

Hybrid working

Health insurance

Retirement plans

Volunteer time off

Inclusion programs

Career development

Recognition program

Job summary

Finastra is seeking a product specialist with strong technical customer support experience in payments. You will handle issues, perform root-cause analyses, and guide junior colleagues while ensuring client satisfaction and product quality across global accounts.

The role involves collaborating with client teams, performing remote troubleshooting, and contributing to knowledge base content. Excellent English communication is essential.

Qualifications

• University degree in CS, Maths, Business IT or related field.
• 5+ years of technical customer support in fintech/payments.
• Knowledge/experience with Finastra Payment Manager (FPM).
• Experience with Clearing & Settlement mechanisms (SWIFT/SEPA/TIPS/UKFPS/BACS).
• Knowledge/experience in Java programming (preferred) and SQL.
• Excellent written and verbal English communication.

Responsibilities

• Respond to customer requests to enable proper product use.
• Understand issues and replicate scenarios in Finastra environments.
• Perform technical investigations with root-cause analysis and provide solutions.
• Update clients on progress and coordinate with stakeholder teams.
• Participate in client meetings and remote troubleshooting as needed.
• Validate issues with logs, DB dumps and reproduction steps before defects.
• Contribute to knowledge base and client documentation.
• Ensure incidents are tracked to closure within SLA.
• Embed AI into project delivery to improve productivity and decision quality.

Skills

Technical customer support

Fintech payments

Java programming

SQL

Analytical thinking

English communication

Education

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

Tools

Finastra Payment Manager (FPM)

SWIFT

SEPA

TIPS

UKFPS

BACS

Job description

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.

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

Benefits

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.