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.

About Finastra

Finastra is a global provider of financial services software, serving banks, credit unions, and financial institutions worldwide. Finastra’s Payments organization supports mission‑critical, highly regulated global payment platforms, requiring strong domain expertise, operational rigor, and close collaboration across regions.

India plays a key role in providing 24x7 operational and technical support for Payments customers globally.

The Customer Support Engineer – Grade 8 is a senior individual contributor role within the Payments Customer Support organization. This role provides advanced functional and technical support for Finastra Payments platforms, with a primary focus on NACHA (ACH) payments and FGPP (Global Payments Platform)

The role owns complex, high‑impact customer issues end‑to‑end, reduces operational risk, contributes to backlog reduction, enables self‑service and case deflection, and improves resolution quality. The engineer operates independently on complex issues, mentors junior engineers, and partners closely with Product, Engineering, and Infrastructure teams across regions.

Key Responsibilities

Customer & Case Ownership

• Provide expert‑level functional and technical support for Payments platforms, with emphasis on NACHA / ACH processing and FGPP flows
• Own complex and high‑severity customer issues across the full support lifecycle, including investigation, resolution, validation, and customer communication
• Act as a senior escalation point for issues impacting customer operations and business continuity

Payments & Platform Expertise

• Analyze and troubleshoot:
  • NACHA file creation, validation, settlement, returns, and exceptions
  • FGPP payment processing, message flows, routing, and operational controls
• Understand the operational and compliance impact of payments issues and support customers accordingly

Operational Excellence

• Drive improvements in First Contact Resolution (FCR) and Mean Time to Resolution (MTTR) through accurate triage and strong root cause analysis
• Identify repeat issues and collaborate with Product and Engineering teams on permanent fixes
• Actively participate in backlog management, prioritizing aged, complex, and high‑risk cases

Knowledge & Deflection Enablement

• Create and maintain high‑quality Knowledge Articles (KAs) for repeat issues, known errors, and standard operating procedures
• Support self‑service and case deflection initiatives by ensuring knowledge is clear, reusable, and consistently applied
• Provide guidance and mentoring to less‑senior engineers, enabling independent resolution and skill development

Cross‑Functional Collaboration

• Partner with Product, Engineering, Infrastructure, and Release teams to diagnose defects, validate fixes, and support deployments
• Support disaster recovery exercises, upgrades, and change events, including testing and post‑change validation

Required Qualifications

Core Technical Skills

SQL / Oracle Database

• Ability to write and interpret SQL queries for troubleshooting and analysis
• Experience working with Oracle databases, including schemas, tables, and audit data
• Ability to analyze transactional data to support root cause analysis

Application & Infrastructure Support

• Experience supporting enterprise‑scale, transaction‑intensive production systems
• Working knowledge of Linux / Unix environments (logs, processes, permissions)
• Familiarity with application logs, batch processing, schedulers, and message queues

Integration & Messaging

• Understanding of system‑to‑system integrations, APIs, and file‑based interfaces
• Experience with messaging or middleware concepts (queues, retries, wait states)
• Ability to trace end‑to‑end transaction flows across multiple internal and external systems

Payments Domain Knowledge

• Strong understanding of ACH, wire payments, and real‑time payments (RTP / FedNow)
• Knowledge of payment lifecycles, validations, queues, exceptions, and repair processes
• Familiarity with compliance and risk controls, including OFAC, sanctions, fraud, and regulatory reporting impacts
• Experience supporting environments with multiple third‑party vendors (OFAC, Fraud, FX, network providers)

Environment & Operations

• Experience supporting regulated production environments with formal incident, problem, and change management processes
• Understanding of release management, disaster recovery testing, and post‑upgrade validation
• Ability to work within SaaS / PaaS / hybrid hosting models, clearly distinguishing customer versus vendor responsibilities
• Strong RCA skills, with emphasis on durable fixes and reduction of case reopens

Knowledge Management & Automation Readiness

• Ability to create and maintain reusable support knowledge
• Ability to translate technical findings into clear, customer‑usable documentation
• Willingness to adopt and support AI‑assisted support tools (guided triage, response suggestions, KA discovery)

Preferred Qualifications

• Experience with enterprise case management tools (e.g., SFDC)
• Exposure to Payments platform DR exercises, upgrades, or change validation
• Familiarity with case deflection analytics, automation, or workflow optimization

Why Join Finastra – Payments Support (India)

• Work on global, mission‑critical payment platforms supporting leading financial institutions
• Operate in a senior technical role with exposure across regions and functions
• Be part of a Payments support organization focused on quality, resilience, and scalability, not just ticket volume

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.