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.
Disclaimer:
Finastra has signed an agreement to sell its Universal Banking business to Pollen Street Capital, with completion expected end 2026 / early 2027, subject to consultation and customary closing conditions. Upon completion, this role is expected to transition to the standalone Universal Banking business, creating opportunities to support its future growth and success.
Reporting to the Technical Support Manager, the Technical Engineer serves as the primary interface between Finastra clients and the Universal Banking Customer Support organization, contributing to the delivery of software solutions and services that ensure a world-class customer experience.
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, patches, and beta releases. On occasion, the role may involve on-site customer support to address critical client issues.
Key Responsibilities & Deliverables
As a Technical Engineer, your responsibilities will include, but are not limited to:
- Respond to customer-reported issues, inquiries, and assistance requests, ensuring timely and effective resolution while enabling customers to maximize product utilization.
- Analyze, understand, and replicate reported issues within Finastra environments, with a strong focus on technical investigation and resolution.
- Conduct root cause analysis and perform detailed technical troubleshooting, providing corrective actions, workarounds, or recommendations where applicable.
- Collaborate with Product Management, Engineering, and other stakeholder teams to drive issue resolution and product improvements.
- Maintain proactive communication with clients regarding issue progress, resolution timelines, and outcomes to ensure a high level of customer satisfaction.
- Participate in customer meetings, conference calls, and web sessions to facilitate effective communication and accelerate issue diagnosis and resolution.
- Validate software defects, fixes, and enhancements to ensure quality prior to release.
- Develop and maintain scripts, automation tools, and diagnostic utilities to improve support efficiency.
- Create and maintain technical documentation, troubleshooting guides, knowledge base articles, and best practice materials.
- Mentor junior team members and share technical knowledge across the support organization.
- Escalate critical issues to the Technical Support Manager and relevant stakeholders when necessary.
- Contribute to continuous improvement initiatives aimed at enhancing support processes, operational effectiveness, and customer experience.
- Support on-site customer engagements when required to resolve complex technical issues.
Requirements and Qualifications
- Bachelor's degree in computer science, Information Technology, Mathematics, Engineering, or a related discipline.
- Strong experience with C/C++ development and debugging, including the use of debugging tools such as Visual Studio, Eclipse, or similar environments.
- Working knowledge of SQL, Java, and/or C#.
- Experience analyzing log files, troubleshooting application issues, and performing root cause analysis in enterprise software environments.
- Strong understanding of software support methodologies and customer-facing technical support processes.
- Excellent verbal and written communication skills in English.
- Strong analytical thinking, attention to detail, problem-solving abilities, and customer-focused mindset.
- Ability to work independently while collaborating effectively within geographically distributed teams.
- Experience supporting banking, financial services, fintech, or enterprise software solutions is highly desirable.
Preferred Skills
- Experience with Unix/Linux and Windows operating systems.
- Familiarity with relational databases and performance troubleshooting.
- Scripting experience using Shell, Python, or similar languages.
- Knowledge of banking and financial services applications.
- Experience working in a customer-facing technical support or application support environment.
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we stand for:
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.
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.