Technical Support Engineer

Overview

What will you contribute?

Working as part of the Customer Support team, and reporting to a local Team Leader, this role is the key interface between Finastra clients on one side and R&D organization on the other side, contributing to the overall delivery of software and services to ensure a world class customer experience. The holder of the role is a product specialist, with technical/developer competencies, responsible for handling and resolving the raised issues in the shortest time possible. He also uses his technical expertise to assist functional consultants on a need basis. At times, he may be called upon to do testing on beta deliveries or fixes before they are released to customers.

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• Your deliverables as a member of the Customer Support team include (but are not limited to) the following:
• Respond to various customer requests of low/medium/high complexity, being able to understand the issue reported
• Reproduce issues on the local environments, searching for potential workarounds to minimize client downtimes, reviewing source code and building scripts to fix corruptions with the assistance of senior colleagues when necessary
• Perform technical investigation of the issues reported, providing adequate solutions where feasible and/or complete analysis details to R&D teams
• Update clients on the progress towards issue resolution
• Track issues sent to other departments and ensure a resolution to the client's satisfaction is attained
• Participate in client (phone) meetings, WebEx sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
• Validate defects thoroughly by ensuring that the described scenarios are fixed
• Write technical specifications and best practices documentation
• Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed

• University degree in Computer Science, Mathematics, Business IT or related sector
• Good knowledge of C/C++, including debugging skills and some experience with debugging tools like Visual Studio
• Good knowledge of SQL, and basic knowledge of C#
• Knowledge of database technologies such as Oracle, and advanced experience with Windows operating system
• Very good English knowledge
• Analytical abilities
• Attention to details, stability, responsibility as well as customer focus
• Ability to work independently as well as part of a customer facing team
• Able to work in a multi-cultural and multi-sites team

• Competitive salary plus discretionary annual bonus
• Flexible vacation policy - a minimum of 21 days with option to take more
• Life insurance x2 and disability insurance x2
• Medical insurance including free telemedicine, dental coverage
• Other healthcare benefits including hospitalization protection and free prescription glasses
• Flexible benefits including Gym discount, book discount (Bookster)
• Employee Wellbeing Assistance program - 24/7 free service for you and immediate family
• Enhanced Pension - III Pillar