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.
• Manage product upgrades and project-related activities, ensuring timely delivery of customer commitments and resolution of customer cases. Drive follow-through on action items, coordinate cross-functional stakeholders, and lead internal technical and operational calls to ensure issues are resolved efficiently and within agreed timelines.

Required Experience

• 5+ years of experience in Application Support, Production Support, Technical Operations, or a related role within Banking, Payments, FinTech, or SaaS environments.
• 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.

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.