Support Engineer (Java)

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Employer: Finastra
  • Customer Support - Client Service
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 16.12.2020
    Short company description

    We’re an energized bunch, who love to be at the forefront of innovation. We make it our mission to develop and stay ahead of the latest trends and technology. Our goal? To put customers at the core of what we do and to deliver solutions that drive transformation and unlock the potential of people and businesses.


    - University degree in Computer Science, Mathematics, Business IT or related major
    - SQL/ Java/ C#
    - Medium expertise with Solaris and Linux Operating systems (medium- advanced expertise on Windows)
    - Knowledge of Java Script , Node Red , stream set , Rest Architecture (Python or Groovy will be a plus)
    - Knowledge of K8s Kubernetes Knowledge , OMS (Azure) , Cloud , AWS will be a plus
    - Knowledge about software development lifecycle (thought it might be a plus?)
    - Client facing service experience
    - 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
    - Working knowledge of agile methodologies
    - Team player, detail-oriented, with analytical approach
    - Fluent English skills


    What will you contribute

    Reporting to the Customer Support Department, the Technical Support Engineer is the key interface between Finastra clients on one side and the Finastra 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 competencies, responsible for handling and resolving the raised issues in the shortest time possible. The 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:

    - 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
    - Implementing expanded technical knowledge in own job discipline and broadens capabilities
    - Working with business domain (FFDC) and acting as specialist with product, applications and business requirements supported on Top of Core Product
    - Solving problems in straightforward situations; analyzing possible solutions using technical experience, judgement and precedents (e.g. creating test plans, addressing escalated technical issues, initiating perform peer code review)