Engineer Support Analyst

Who are we?
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?
As a Functional Consultant within the Trade Innovation (TI) Engineering Support Group in Bucharest, you will play a critical role in delivering high-quality customer service to international clients. Reporting to the [Manager Role Name], you will act as the key interface between Finastra clients and the [Organization Name], ensuring the successful delivery of software and services that support a world-class customer experience.

• You will serve as a product specialist with deep functional expertise in trade finance, particularly in areas such as but not limited to Letters of Credit and Guarantees. Your responsibilities include analyzing and resolving client issues efficiently, supporting technical consultants when needed, and contributing to the continuous improvement of the Trade Innovation system, a global platform for managing trade finance transactions.

Responsibilities & Deliverables

• Respond to customer requests, whether they are reported issues, questions or assistance requests in accordance with the SLAs
• Ensure that the clients are able to utilize the product properly as per their needs
• Understand and analyze the reported issue and be able to replicate the respective scenario in the Finastra environments
• Participate in client (phone) meetings, MS Teams sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
• Update clients on the progress towards issue resolution proactively, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client's satisfaction and product quality
• Create defects in JIRA upon necessity
• Validate defects thoroughly by ensuring that the described scenarios are fixed
• Write best practices documentation as part of our Knowledge Base Library.
• Raise/escalate issues with the Team Leader and/ or Manager where/ when needed
• Be a part of the triage team once enough experience is accumulated
• Upon request, complete monthly, quarterly and ad-hoc report.
• Pass feedback to other departments

Required Experience

• Bachelor's degree (A.S.E preferred)
• Accounting knowledge (Letter of Credit, Guarantees, Collections, Supply Chain)
• Very good communication, analytical skills
• Customer Focus and attention to detail
• Strong command in English
• Nice to Have: French Fluency

Benefits
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