Functional Support Engineer

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.

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 has functional competencies, responsible for handling and resolving the raised issues in the shortest time possible. He also uses his functional knowledge to assist technical consultants on a need basis. He is also responsible for ascertaining the root cause of the issue to determine whether it is software related or not. For software related issues, he is responsible for replicating client issues and providing his analysis to Product Center for resolution, while suggesting a workaround to the client in the interim. If not deemed a software bug, then the holder suggests a solution to the client to resolve their issue. At times, he 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.

Required Experience:

Bachelor’s Degree in finance

Master’s degree in Finance, Economics or Computer Science is a plus

Good understanding of the capital market dynamics, financial products, and current financial technology

Strong English communication skills, both written and verbal.

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

Responsibilities & Deliverables:

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

Respond to various customer requests of low/medium complexity, being able to understand the issues reported.

Reproduce issues on the local environments and search for potential workarounds to minimize client downtimes.

Perform functional investigation of the issues reported and provide adequate solution where feasible and/or detailed analysis to the R&D teams

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 issues reported.

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.

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.