Senior Technical Support Engineer, Fintech Payments

Finastra Philippines Inc; Manila; Hybrid; PHP 800,000 - 1,100,000; Full time

Benefits offered by this job

Hybrid working arrangements

Wellbeing programs

Job summary

Finastra Philippines Inc. is seeking an experienced Technical Customer Support professional specializing in Payments to join our global team. You will handle customer requests, reproduce issues, perform root cause analysis, and provide effective solutions while ensuring timely updates and client satisfaction.

The role involves remote sessions, collaboration with multiple teams, and contribution to knowledge bases. Strong English communication is essential.

Qualifications

• 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.

Responsibilities

• Respond to customer requests, whether reported issues, questions or assistance requests, enabling customers to utilize the Finastra product properly.
• Understand the reported issue (functional and technical) and replicate the scenario in Finastra environments.
• Perform technical investigation with root cause analysis and provide solutions or detailed analysis to stakeholders.
• Update clients on progress towards issue resolution and ensure timely resolution within SLA.
• Participate in client meetings/WebEx/Teams for communication and remote troubleshooting.
• Validate issues with logs, DB dumps, replication steps, and screenshots before raising defects.
• Contribute to knowledge base with how-to articles and release notes for clients.

Skills

Technical communication

Analytical thinking

Independent work

Team collaboration

Education

Bachelor's degree in Computer Science

Tools

Java

SQL

FPM

SWIFT/SEPA/CSM

Job description

Finastra Philippines Inc. is seeking an experienced Technical Customer Support professional specializing in Payments to join our global team. You will handle customer requests, reproduce issues, perform root cause analysis, and provide effective solutions while ensuring timely updates and client satisfaction.

The role involves remote sessions, collaboration with multiple teams, and contribution to knowledge bases. Strong English communication is essential.