Technical Support Engineer – Banking Software (Hybrid)

Finastra; Philippines; Presencial; PHP 500.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Unlimited vacation (where applicable)

Hybrid working arrangements

Medical, life and disability insurance

Descripción de la vacante

Finastra is seeking a Technical Engineer in the Philippines to serve as the primary interface between Finastra clients and the Universal Banking Customer Support organization, delivering software solutions and ensuring a world‑class customer experience.

The role requires troubleshooting, issue replication, root cause analysis, and collaboration with cross‑functional teams. You will provide temporary fixes, document solutions, and assist in client meetings to accelerate resolution.

Formación

• Bachelor Degree in Computer Science, Information Technology, Information Systems, Computer Engineering, Electronics and Communications Engineering, or related courses.
• Minimum of 2 years of relevant experience in technical support, application support, or a customer‑facing technical support role within enterprise software, banking, financial services, or fintech environments.
• Experience with C++ or Java is required.
• Working knowledge of SQL and/or C# is preferred.
• 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
• Willing to work on Philippine holidays, on shifts or be assigned on after hour rotation.

Responsabilidades

• As a product and technical specialist, the Technical Engineer is responsible for managing, troubleshooting, and resolving complex customer issues in a timely and effective manner. The role requires strong technical expertise, analytical problem‑solving skills, and the ability to work independently while collaborating with cross‑functional teams.
• The Technical Engineer also provides technical guidance to functional consultants when required and may participate in validation testing for product enhancements.
• Respond to customer requests, whether they are reported issues, questions, or assistance requests, helping them to be able to utilize the product properly as per their needs.
• Understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in the 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 (phone) meetings, WebEx sessions, to ensure proper communication with the customers and/or to speed up the investigation of the issue reported.
• Provide temporary bug fixes to clients when needed.
• Validate defects thoroughly by ensuring that the described scenarios are fixed.
• Build and provide simple scripts with the assistance of senior colleagues when necessary.
• Responsible for solutions documentation to enhance the Customer Searchable database ensuring a faster service to the customers in the future.
• Raise/ Escalate issues with the Team Leader and/ or Manager where/ when needed.
• Embed AI into day‑to‑day work to increase productivity, reduce manual effort, validate information against trusted sources, drive continuous process improvement, and translate data‑driven insights into better business outcomes.

Conocimientos

Analytical problem‑solving

English communication

Educación

Bachelor Degree in Computer Science, IT, IS, CE, Electronics & Communications Engineering

Herramientas

C++

Java

SQL

C#

Descripción del empleo

Finastra is seeking a Technical Engineer in the Philippines to serve as the primary interface between Finastra clients and the Universal Banking Customer Support organization, delivering software solutions and ensuring a world‑class customer experience.

The role requires troubleshooting, issue replication, root cause analysis, and collaboration with cross‑functional teams. You will provide temporary fixes, document solutions, and assist in client meetings to accelerate resolution.