Senior Technical Engineer, Customer Support

Your deliverables as a Technical Client Support 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

Qualification

• University degree in Computer Science, Mathematics, Business IT or related major
• Very good knowledge of SQL/ Java – 2-3 years’ experience
• Good experience in Payments or GPP
• Basic expertise with Solaris and Unix/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