.As part of the US Payments, Customer Support team, the Technical Support Engineer, Customer Support will be responsible for supporting customers using Finastra payments systems and customer systems. The support will include functional application support, system technical configuration support, and internal coordination between internal stakeholders including but not limited to Finastra Product, Infrastructure, and Development teams.The ideal candidate will be passionate about technology, resourceful, and have excellent skills working with a team. We are looking for an individual who is able to understand Technical Support and high-level infrastructure support. On a daily basis, you will collaborate with our Support Engineers, Infrastructure, Product, and Development teams to effectively support customers on their Payments platform. Knowledge of payments systems, with a good understanding of customer systems and customer-facing skills is mandatory.Responsibilities:Advanced Troubleshooting and Complex ResolutionIdentifying the Root Cause of Complex Issues: The primary responsibility is to identify the root cause of complex issues. This involves a deep understanding of the systems in question and the ability to analyze intricate problems.Implementing Solutions: After identifying the root cause, the next step is to implement the best possible solution to resolve the issue. This requires a mix of ingenuity, experience, meticulousness, and speed to ensure that the issue is resolved efficiently and effectively.Handling High-Impact Issues: L2 support involves handling and resolving high-impact issues that require detailed analysis and troubleshooting. These are typically critical issues that can significantly affect the operations of the organization or the user experience.Resolving Major Challenges: L2 support is also responsible for handling major issues or challenges that could not be solved by the L1 support. This involves taking over escalated issues and working towards their resolution.Monitoring and MaintenanceMonitoring Support Team Activities: L2 engineers are expected to keep a close eye on the activities of the support team. This involves ensuring the seamless operation of customer service practices and maintaining the high standards of our support services.Assisting in Major Incident Calls: In the event of a major incident, your expertise will be crucial. L2 engineers will assist the L1 team in handling these calls, providing technical knowledge to help resolve the incident efficiently.Handling and Managing Releases: Release management is a key part of the role. This includes planning, scheduling, and controlling the movement of releases to test and live environments.Application Validation: During maintenance, deployment, and releases, you will be responsible for application validation. This ensures that applications function as expected, and any issues are identified and resolved promptly