Senior Technical Support Engineer

Business Expertise
• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market
• Possesses in-depth knowledge of business domain and principles of supported product area
• Understands the product beyond the user interface

Leadership
• Acts as a resource for colleagues with less experience; may lead technical projects with manageable risks and resource requirements
• May have some accountability for capacity planning
• Typically, the first point of contact for issue escalation

Problem Solving
• Solves complex and diverse problems where analysis of data requires evaluation of identifiable factors. Demonstrates judgement in selecting methods and techniques for obtaining solutions
• Facilitates collaborative troubleshooting/works in collaboration with other areas of the business to solve problems

Impact
• Impacts a range of client, operational, project or service activities within own team and other related teams - accountable for increasing levels of risk

Interpersonal Skills
• Explains difficult or sensitive information; works to build consensus internally and with clients/vendors

The Global Career Framework is part of Power of 3 that provides insights points to help you understand what good looks like. Finastra Competencies build on our Power of 3 which provide more richness to expectations for all our employees around the values and observable, measurable skills and behaviors that are expected of each of us. Our competencies are aligned to Finastra Values which outline what each and every Finastra employee is expected to embody, exhibit and model in their interactions and the competencies help build this out more and provides the bases for how we can continue to evolve our role modelling of the Finastra Values.

Individual Contributors Competencies: Customer Focus, Action Oriented, Drives Results, Self Development, Instils Trust, Situational Adaptability, Courage, Being Resilient, Tech Savvy, Cultivates Innovation, Collaborates, Communicates Effectively

People Manager & Leader Competencies: Customer Focus, Action Oriented, Decision Quality, Plans & Aligns, Ensures Accountability, Instils Trust, Situational Adaptability, Strategic Mindset, Collaborates, Builds Effective Teams, Attracts & Develops Talent

Check on InFINity for more information on Finastra Competencies.

Responsibilities

What will you contribute?

The Senior Technical Support Engineer also uses their technical expertise to assist functional consultants on a as needed basis. At times, this role may be called upon to do testing on beta deliveries or fixes before they are released to customers or be requested to go on site to handle issues on the client's premises.

Responsibilities & Deliverables:
Your deliverables will include, but are not limited to, the following:

• 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, 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

• Build and provide simple scripts with the assistance of senior colleagues when necessary

• Write technical specifications and best practices documentation

• Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed

Required Experience:

• University degree in Computer Science, Mathematics, Business IT or related major
• Very good knowledge of C/C++, including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun/ Solaris Studio, Eclipse)
• SQL/ Java/ C#
• Basic expertise with Solaris and Linux Operating systems (medium- advanced expertise on Windows)
• Knowledge on CORBA (the Orbix implementation), JMS (ActiveMQ implementation) and Tomcat are a plus
• 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