Customer Support Engineer

3 weeks ago

Strasburg Ohio, United States Finastra USA Corporation Full time
Job Description

Finastra USA Corporation is seeking a highly skilled Technical Customer Support Specialist to join our US Payments, Customer Support team. As a Technical Customer Support Specialist, you will be responsible for providing technical support to customers using Finastra payments systems and customer systems.

Key Responsibilities:
  • Advanced Troubleshooting and Complex Resolution
    • Identify the root cause of complex issues and implement effective solutions.
  • Monitoring and Maintenance
    • Monitor support team activities and maintain high standards of support services.
    • Assist in major incident calls and provide technical knowledge to resolve incidents efficiently.
    • Handle and manage releases, including planning, scheduling, and controlling the movement of releases to test and live environments.
    • Perform application validation during maintenance, deployment, and releases.
    • Create and handle change requests, managing the process of change in our IT infrastructure.
  • Technical Expertise
    • Provide specialized knowledge and skills to handle technical issues and ensure customer satisfaction.
    • Recreate issues to gain a better understanding of the situation and devise effective resolution strategies.
    • Run Checkmarx scans to identify potential security risks and create builds to ensure smooth operation of our services.
    • Collaborate with DevOps, Product Owner, and engineering team to ensure efficient problem-solving and high-quality services.
  • Escalation
    • Escalate issues to L3 support when all troubleshooting steps have been exhausted at the L2 level.
Requirements:
  • 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, with the ability to correspond with senior leadership to successfully solve complex problems.
  • Incident Management experience, including participating in bridge calls for major incidents and documenting troubleshooting steps and service restoration details.
  • Predictive analytics and machine learning experience is a plus.
  • Experience with Linux and Windows operating systems, SaaS software, batch/bash/perl scripting, Oracle and/or Microsoft SQL Server, and interfaces and integration between different systems.
  • Familiarity with ServiceNow, Agile methodologies, SOAPUI, Jenkins, and system integrations using MQ, SFTP, API, and Webservices is a plus.
  • Knowledge of Power BI, MQ, SoapUI, Jenkins, Unix, and Java is a plus.
  • Experience in the Web Application Frontend Programming is a plus.
  • Excellent customer relationship, organizational, verbal, and written communication skills.
  • Bachelor's Degree or an equivalent combination of education and/or experience.
Language:

English (en-US)

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