Technical Engineer, Customer Support

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, pa

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. Required Experience: 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/C++ is required. Working knowledge of SQL, Java, 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.