Senior Technical Customer Engineer for Center of Expertise

About the RoleWe're the world's leading provider of secure financial messaging services. We are the way the world moves value - across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we're proud to support the global economy.We're unique too. We were established to find a better way for the global financial community to move value - a reliable, safe and secure approach that the community can trust, completely. We're always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Nearly five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. The Centre of Expertise team, within Global Support Delivery, is looking for a Senior Technical Customer Engineer. Recognized within the company as a privileged source of information and support, Centre of Expertise is supporting the regional support centers around the world with complex problems, directly, or indirectly through knowledge sharing.Additionally, you will be part of a team of project experts and ensure that all required readiness activities are executed in preparation of a successful and smooth roll out and adoption of new products and services supporting the new Swift strategy.Swift is enhancing its platform to minimize friction, optimize speed and provide end-to-end transparency and predictability from one account to another anywhere in the world. This move has the potential to power instant and frictionless transactions between at least four billion accounts serviced by financial institutions across the Swift network. The platform uses API's and cloud technology to provide a set of common processing services that banks have historically invested in individually, saving the industry time and money. New and extensive data capabilities are enabling the pre-validation of essential data, fraud detection, data analytics, transaction tracking and exception case management.As a team player you will:Support the regional support centers by solving complex customer technical problems or providing answers to queriesReproduce problems faced by our customersIdentify areas of improvement in the product, support tools or documentation.Interface between regional support teams and development teams. What to expectIn this role you will:Establish supportability requirements for new product and servicesDefine and run readiness tests on new product and servicesResolve and report on customer complex to mission critical problems.Drive measures to prevent reoccurrence of problems and cases reported.Implement solutions and provide product-related consulting at customer/vendor/partner sites.Provide technical support to the commercial and professional services divisions during technical reviews and giving product presentations and demos.Represent (the voice of) the customer and/or the customer support organization in projects and major initiatives to increase product supportability, operability and usability and decrease product complexity.Design, create, organize and deliver staff training, update knowledge management databases and document problem management procedures for both existing and new products and services.Establish and maintain a good working relationship with key stakeholders: Product Management, IT Development teams, Service Management and Customer Support.Create and lead a virtual team when needed (Campaign Management, Documentation, Customer & Vendor Readiness, Centre of Expertise, Support regions, Service Management, Product Management, Customer Operations)What will make you successful?We are seeking professionals with: Bachelor's Degree in IT/EngineeringAt least 5 years of experience in a similar position. Financial business knowledge, project management and coordination skills are an assetGood knowledge of UNIX (AIX, Oracle Solaris, Linux RedHat) and Windows operating systemsSecurity mind and focusScripting, integration or development knowledgeKnowledge in protocols, middleware, distributed technology, web technology standards (TCP-based protocols, Web technologies (i.e. J2EE, Web Services, Oracle WebLogic, Tomcat, ...), Docker (or other container technologies), XML (schema, xslt, ...), database technologies (i.e. Oracle), security technologies (i.e. PKI, AES, TLS, tokens, HSM, ...) are a strong assetStrong analytical and troubleshooting skillsWillingness to learn and take ownershipContinuous improvement and Agile mind-setGood communication skills in English, both spoken and writtenWillingness to work in a multicultural environmentAbility to build and maintain working relationshipsPassionate for IT and technologyThe estimated salary range for a new hire into this position in Virginia is $82,040.00 USD Annual MINIMUM to $152,360.00 USD Annual MAXIMUM. Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. Our compensation packages include a competitive base salary and bonus opportunity for all employee's contingent on personal and company performance. Our generous benefits program includes medical, dental, vision and life insurance with no premium costs for our employees and their families, and retirement plan plus matching 401k.What we offerWe put you in control of your careerWe give you a competitive packageWe help you perform at your bestWe help you make a differenceWe give you the freedom to be yourselfCompany & department descriptionSwift does not stand still. We are constantly evolving and tirelessly innovating. Working at the intersection of finance and technology is a very exciting place to be right now.Swift is transforming cross-border payments, making them faster and more transparent than ever before. We are the way the world moves value - every instant of every day, in almost every country.We are proud that what we do has a critical impact on the global financial community and touches almost every aspect of the financial world. So, what you do at Swift has real impact too - an impact that matters every day. Which is why you matter to us.Joining Swift gives you unparalleled exposure to knowledge, expertise and technologies. If you have what it takes, you'll be able to take on different career paths and have the opportunity to work in teams, departments and disciplines in countries around the world.Swift is unique. There is no other organization like ours in the world driving the long-term future of the financial ecosystem. You'll be surrounded by bright, customer-focused and intellectually curious people in a collaborative, friendly, open and inclusive environment.At Swift we are trusted every instant. Everything we do has an impact that matters. And as a member of our team, you are trusted to make your impact every day.What we offerWe put you in control of careerWe give you a competitive packageWe help you perform at your bestWe help you make a differenceWe give you the freedom to be yourselfWe give you the freedom to be yourself. We are creating an environment of unique individuals - like you - with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyone's voice counts and where you can reach your full potential.If you believe you require a reasonable accommodation to participate in the job application or interview process, please contact us to request accommodation.Don't meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.