Senior Technical Support Engineer - Fintech Payments (Hybrid)

Finastra; Manila; Hybrid; PHP 1,000,000 - 1,400,000; Full time

Benefits offered by this job

Unlimited vacation

Hybrid work arrangements

Wellbeing program

Health insurance

Retirement plans

Volunteer time off

Inclusion communities

Career development

Job summary

Finastra is seeking a Product Specialist for Technical Customer Support in Manila. You will handle customer inquiries, replicate issues, perform root-cause analysis, and guide junior colleagues in a client-facing, fast-paced fintech environment.

Required 5 years in technical support, knowledge of FPM, JAVA & SQL, and strong English communication. The role emphasizes SLA-driven resolution, collaboration with cross-functional teams, and opportunities to contribute to knowledge bases and AI-enabled

Qualifications

• University degree in Computer Science, Mathematics, Business IT or related major.
• 5 yrs solid experience in Technical Customer Support in Fintech industry,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 and enable customers to use the Finastra product properly.
• Understand reported issues from functional and technical perspectives and replicate scenarios.
• Perform technical investigation with root cause analysis and provide solutions or detailed analysis.
• Update clients on progress and ensure timely resolution within SLA timelines.
• Participate in client meetings and remote troubleshooting as required.
• Validate issues with logs, DB dumps, replication steps and screenshots before defects are raised.
• Contribute to knowledge base with how-to guides and release notes for clients.
• Embed AI into project delivery to drive productivity and continuous process improvement.

Skills

Technical support

English communication

Analytical thinking

Independent worker

Team collaboration

Education

Bachelor's degree in CS / Math / IT or related

Tools

Java

SQL

FPM (Finastra Payment Manager)

Job description

Finastra is seeking a Product Specialist for Technical Customer Support in Manila. You will handle customer inquiries, replicate issues, perform root-cause analysis, and guide junior colleagues in a client-facing, fast-paced fintech environment.

Required 5 years in technical support, knowledge of FPM, JAVA & SQL, and strong English communication. The role emphasizes SLA-driven resolution, collaboration with cross-functional teams, and opportunities to contribute to knowledge bases and AI-enabled