Customer Support Engineer

At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.

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's clients on one side and the Product organization on the other side; contributing to the overall delivery of software and services to ensure a world-class customer experience.

The role holder is a product specialist, with technical competencies, responsible for handling and resolving the issues raised in the shortest time possible. They also use their technical expertise to assist functional consultants on a needed basis.

They are also responsible for ascertaining the root cause of the issue to identify whether it is software-related or not. At times, they may be called upon to do testing on beta deliveries or fixes before they are released to customers.

Responsibilities & Deliverables:

Your deliverables as a member of the Customer Support (Bucharest) team include (but are not limited to) the following:

• Get exposure to the field of Financial/ Capital Markets and the life cycle of financial software
• Gain practical knowledge on reporting, investigating and fixing software issues
• Understand and respond to low or medium complexity technical issues reported by the customers
• Reproduce issues on the local environments, searching for potential workarounds to minimize client downtimes with the assistance of senior colleagues when necessary
• Get familiar with industry-leading tools used in CS processes, like: Salesforce (customer relationship management platform), Jira (defect tracking tool), Confluence (documentation), Jenkins (continuous integration)
• Understand best practices for case management. Track issues sent to other departments and ensure a proper case resolution
• Participate in client (phone) meetings, WebEx sessions, together with senior colleagues, to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
• Validate/ document proposed fixes by testing and ensuring reported issues are fixed
• Build and provide simple scripts with the assistance of senior colleagues when necessary
• Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed.

Required Experience:

• Student or Graduate of Computer Science, Mathematics, Business IT or related
• Basic knowledge of C/C++ and C# including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun/ Solaris Studio, Eclipse)
• Basic knowledge of SQL/Java
• Basic knowledge of database technologies such as Oracle
• Basic expertise with Solaris and Linux Operating systems (medium- advanced expertise on Windows)
• Very good English knowledge, both written and verbal
• Analytical abilities
• Attention to details, responsibility as well as customer focus
• Ability to work independently as well as part of a customer facing team
• Good communication skills

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 uphold:

·       Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.

·       Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.

·       Medical, life & disability insurance, retirement plan, lifestyle and other benefits*

·       ESG: Benefit from paid time off for volunteering and donation matching.

·       DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, , , , ).

·       Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.

·       Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.

*Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra