Technical Engineer, Customer Support

PH1 Finastra Philippines Inc; Manila; On-site; PHP 480,000 - 720,000; Full time

Benefits offered by this job

Hybrid working arrangements

Health insurance

Professional development

Job summary

Finastra Philippines is seeking a Technical Engineer, Customer Support to ensure stability and performance of hosted payments solutions for financial institutions. You will resolve complex production issues and partner with Product, Engineering, and Operations to deliver outstanding customer outcomes.

The role requires strong technical troubleshooting, incident management, and effective communication with customers during Sev1/Sev2 incidents, go-live activities, certifications, and migrations.

Qualifications

• Minimum 2 years of experience in technical support, with cross-functional collaboration.
• Strong understanding of payment processing, payment operations, and transaction lifecycle management.
• Experience supporting mission-critical banking applications in hosted or managed services environments.
• Proven ability to manage complex incidents, customer escalations, and cross-functional technical investigations.

Responsibilities

• Provide advanced application and production support for hosted Payments solutions, ensuring high availability and customer satisfaction.
• Investigate, troubleshoot, and resolve complex production issues across application, database, and infrastructure layers.
• Lead technical triage and resolution activities for critical incidents (Sev1/Sev2).
• Perform root cause analysis and drive corrective actions to prevent recurrence.
• Collaborate with Engineering, Product Management, Operations, and Infrastructure to expedite resolution and continuous service improvement.
• Serve as primary technical contact for customer escalations with clear, timely communication.

Skills

Technical support

Incident management

Cross-functional teamwork

Customer communication

Payment processing

Education

Bachelor’s Degree

Tools

Microsoft SQL Server

Windows Server

IIS

Azure

JBoss

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.

What will you contribute?

As a Technical Engineer, Customer Support, you will play a critical role in ensuring the stability, performance, and availability of Finastra's hosted payments solutions for leading financial institutions. You will serve as a trusted technical advisor to customers, providing expert support for complex production environments, driving incident resolution, and partnering with Product, Engineering, Infrastructure, and Operations teams to deliver outstanding customer outcomes. This is an exciting opportunity to work at the heart of modern payment ecosystems, supporting mission‑critical payment processing platforms that enable banks to operate efficiently and securely.

Responsibilities & Deliverables

Provide advanced application and production support for hosted Payments solutions, ensuring high levels of service availability and customer satisfaction.

Investigate, troubleshoot, and resolve complex production issues across application, database, and infrastructure layers.

Lead technical triage and resolution activities for critical incidents, including Sev1 and Sev2 situations.

Perform root cause analysis and drive corrective actions to prevent recurring issues.

Work closely with Engineering, Product Management, Operations, and Infrastructure teams to expedite issue resolution and continuous service improvement.

Act as the primary technical contact for customer escalations, providing clear and timely communication throughout the incident lifecycle.

Support customer go‑live activities, certifications, migrations, and operational readiness initiatives.

Contribute to process improvements, knowledge management, and automation initiatives to enhance support efficiency and customer experience.

Required Experience

• Minimum of 2 years of experience as Technical Support demonstrating success, and support in a cross functional team environment
• Strong understanding of payment processing, payment operations, and transaction lifecycle management
• Experience supporting mission‑critical banking applications in a hosted or managed services environment
• Proven ability to manage complex incidents, customer escalations, and cross‑functional technical investigations
• Experience working directly with financial institutions and enterprise customers
• Bachelor’s Degree is required

Preferred Technical Skills

• Strong SQL and database troubleshooting experience, ideally with Microsoft SQL Server
• Experience with Windows Server environments, IIS, and application support troubleshooting
• Expertise in log analysis, performance troubleshooting, defect investigation, and root cause analysis
• Understanding of integration troubleshooting across multiple enterprise systems
• Exposure to Azure cloud environments, JBoss application servers, and certificate management is advantageous

Payments & Banking Knowledge

• High-value and real‑time payment processing
• SWIFT messaging and payment workflows
• Clearing, settlement, and payment exception management
• Payment investigations and operational support
• Exposure to FedNow, TCH, certification testing, and go‑live validation activities is considered a plus

Skills & Competencies

• Strong analytical and problem‑solving capabilities
• Excellent stakeholder management and customer communication skills
• Ability to perform effectively in high‑pressure, customer‑facing environments
• Strong sense of ownership, accountability, and attention to detail
• Proven ability to collaborate across global, cross‑functional teams

Benefits

• 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.
• Benefits include paid holidays, flexible working hours, a pension plan, and comprehensive health initiatives.

Company Culture and Values

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.

At Finastra, our team members are the driving force behind everything we do. We’re building an environment where bold ideas thrive, careers flourish, and innovation is a shared journey. Whether you're a recent graduate ready to shape the future or a seasoned professional seeking your next challenge, you’ll play a pivotal role in delivering software solutions that redefine what’s possible in financial services.

We believe growth is a shared commitment. That’s why we offer a rich ecosystem of learning—from hands‑on training and mentorship to leadership development and industry certifications. You’ll have the freedom to explore new paths, deepen your expertise, and make your mark in a global fintech that’s built for the future.

Our career development isn’t just a program—it’s a promise. With access to cutting‑edge tools, a culture of collaboration, and a community that champions your success, you’ll be empowered to lead, challenge, and create meaningful change. Because when we grow together, we innovate together—and that’s how we shape what’s next in finance.

We offer incredible career opportunities and your work in close collaboration with fantastic colleagues globally to develop and launch innovative software solutions for our customers. There is a huge range of engaging projects where you can get stuck‑in and add value whilst taking advantage of our ongoing development opportunities to build and hone your skills in your chosen area.

Core Values and Commitments

We go beyond statutory requirements to maximise our offerings, investing in flexible working policies, personal growth opportunities, and well‑being programmes. Highlights include our Flexible Vacation Policy, inclusive people policies, hybrid working framework, and comprehensive well‑being support through initiatives like the Employee Assistance Program, the wellbeing Champions and our monthly events and initiatives.

Additionally, we emphasise sustainability through volunteering time off and donation matching, champion inclusion through multiple employee networks and cultural initiatives, and invest heavily in career and skills development. Recognition of our employees' efforts is integral, with our global recognition platform and regular employee feedback surveys shaping our inclusive and supportive workplace culture.

At Finastra, we are committed to creating a workplace where you feel valued and respected. We believe this environment drives innovation and we strive to build a team that reflects the varied backgrounds, perspectives, and experiences of our global ecosystem. This philosophy is at the heart of our culture and the way we work.

The company privacy policy can be found here Finastra Privacy Policy