Technical Customer Support Engineer

Overview**Responsibilities & Deliverables**:**Your deliverables as a Technical Support Engineer will include, but are not limited to, the following**:- Execute escalation procedures when applicable, as defined by management- Involvement in the projects, throughout the development and implementation life cycle, to ensure the actual implementation meets the requirements- Work assigned cases through the full case management life cycle- Continually monitor and update all assigned cases in Salesforce CRM with timeliness, accuracy, and relevant information using appropriate customer-facing communication as judged by management- Create and maintain documentation pertaining to daily operations of the group- Assist with day-to-day team coordination as a backup to management- Closely follow all processes as formally documented and as otherwise defined by management; seek and suggest improvements to process- Contribute to a positive atmosphere of teamwork through collaborative behavior and open communications- Provide accurate and consistent statuses and reporting on different levels**Required Skills & Experience**:- Minimum of 2 years of experience as Technical Support demonstrating success, and support in a cross functional team environment- Excellent communication and customer support skills, will be corresponding with senior leadership to successfully solve complex problems exercising judgement based on the analysis of multiple sources of information- Payments industry knowledge and expertise working with FedWires, Swift, Nacha and TCH Payments is a plus.- Experience in supporting SaaS software**Technical Knowledge**- Knowledge of SQL, Power BI (is a plus), MQ, SoapUI, Jenkins (plus), Unix and Java (plus)- Finastra software delivery and implementation procedures and relevant methodologies- Understanding in system integrations using MQ, SFTP, API, Webservices is a plus- Education / Certification: Bachelor's Degree or an equivalent combination of education and/or experience