Senior Technical Support Engineer – Fintech Payments

finastra

Philippines

On-site

PHP 900,000 - 1,800,000

Full time

3 days ago

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Benefits offered by this job

Unlimited vacation

Hybrid working

Medical insurance

Retirement plans

Volunteer time off

Inclusion programs

Career development

Job summary

Finastra in the Philippines is seeking a Product Specialist with strong technical customer support experience in fintech payments. You will resolve customer issues quickly, guide junior colleagues, and collaborate with cross-functional teams to deliver reliable payment solutions.

The role requires a university degree in a related field, 5 years of experience in technical support for fintech, and experience with FPM, SWIFT/SEPA/CSM, Java, and SQL. Excellent 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 the customers to utilize the Finastra product properly.
Understand the reported issue (from functional and technical perspective) and replicate the 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 client satisfaction and product quality.
Participate in client meetings/WebEx/Teams sessions, in order to ensure proper communication from/to customers and/or 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 to knowledge base creation with internal articles on how-to's / best practices / solutions, 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.