Responsibilities What will you contribute?
As part of the US Payments, Customer Support team, the Technical Support Engineer, Customer Support will be responsible to support customers using Finastra payments systems and customer systems.
The support will include functional application support, system technical configuration support, internal coordinating 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 and Technical Support and high-level infrastructure support.
On a daily basis, you will collaborate with our Support Engineers, Infrastructure, Product and Development 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: 1.
Advanced Troubleshooting and Complex Resolution Identifying 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.
2.
Monitoring and Maintenance Monitoring Support Team Activities: L2 engineer is 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 engineer will assist 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.
Creating and Handling Change Requests: Creates and handles change requests, managing the process of change in our IT infrastructure.
This involves recording changes, assessing the impact, and managing and coordinating the change implementation.
3.
Technical Expertise L2 is expected to possess specialized knowledge and skills to handle technical issues.
This expertise is crucial in providing effective solutions and ensuring customer satisfaction.
Hardware and Software Proficiency: A comprehensive understanding of relevant hardware, software, networks, and systems is essential.
This knowledge allows to troubleshoot issues efficiently and provide accurate solutions.
Issue Recreation: One of your key responsibilities is recreating issues.
By replicating the customer's problem, you can gain a better understanding of the situation and devise an effective resolution strategy.
Running Checkmarx Scans and Creating Builds: Responsible for running Checkmarx scans to identify potential security risks and creating builds to ensure the smooth operation of our services.
Collaboration with DevOps, PO, and Engineering Team: Working closely with the DevOps, Product Owner (PO), and engineering team is crucial.
This collaboration allows for efficient problem-solving and ensures that our services meet the highest standards.
4.
Escalation This involves when L1 representative has exhausted all the troubleshooting steps needed from representative ends Escalations could be the following: Functional Escalation: This happens when the Level 1 representatives recognize they need more expertise or resource to answer customer questions Automatic Escalation: This happens when SLA is about to be violated or there is/will be SLA violation Hierarchical Escalation: When issues are moved up a chain of command based on how the situation is going.
Escalation to L3: When all troubleshooting steps have been exhausted at the L2 level, L2 is responsible for escalating the issue to L3 support.
This ensures that complex issues are handled by the most qualified team members.
Required Skills & Experience: Minimum of 3 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 Incident Management experience by participating in a bridge calls for major incidents, and documenting troubleshooting steps and service restoration details Payments industry knowledge and expertise working with FedWires, Swift, Nacha and TCH Payments is a plus.
Technical Knowledge basic Network troubleshooting Windows based technology such as Finastra software delivery and implementation procedures and relevant methodologies Experience with Linux and Windows operating systems Experience in supporting SaaS software Experience in one of batch/bash/perl scripting Working knowledge of Oracle and/or Microsoft SQL Server Experience supporting various business functional users.
Able to collect and understand user requirements and implement technology solutions.
Experience supporting interfaces and integration between different systems.
Familiarity with ServiceNow, Agile methodologies Experience in SOAPUI, Jenkins Understanding in system integrations using MQ, SFTP, API, Webservices is a plus Knowledge of Power BI (is a plus), MQ, SoapUI, Jenkins (plus), Unix and Java (plus) Experience in the Web Application Frontend Programming a plus Excellent customer relationship, organizational, verbal and written communication skills Education / Certification: Bachelor's Degree or an equivalent combination of education and/or experience
