Senior Technical Support Engineer - Api Support

Reporting to the Director of Customer Support for BaaS and Platform, the Technical Support Engineer will have proven experience in supporting, key interfaces between Finastra product support teams, FinTech’s and customers. The individual will be key in contributing to the overall delivery of support and services to ensure a world class customer experience in Banking as a Service and Platform Support. The candidate will become a subject matter expert on Fusion Fabric.Cloud, work with customers and colleagues to diagnose technical and operational issues. The individual will actively manage and resolve level 1, 2 and some 3 cases and be responsible for driving the resolution of product bugs with engineering or platform stabilizing with Cloud Operations teams. As the voice of the customer in the ecosystem of BaaS, you will work with internal teams to identify and contribute to solutions that will improve Customers user experience. You will be responsible for driving escalations and communications to internal stakeholders for critical issues. Ultimately, you will provide technical support and guidance to customers and be responsible for building and growing our Knowledgebase repository. The candidate will also be involved in integration testing prior, during and after new Fintech’s onboard. The role is multifaceted will have an opportunity to develop and learn new technologies and work with various Fintech’s to support the growth of Banking as a Service.

Responsibilities & Deliverables:

Your deliverables will include, but are not limited to, the following:

• Update customer/fintech’s on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client’s satisfaction and product quality
• Build and provide simple scripts when necessary
• Write technical or process specifications and best practices documentation
• Understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in the Finastra environments
• Raise/ escalate issues with the leadership when needed
• Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams.
• Validate defects thoroughly by ensuring that the described scenarios are fixed
• Participate in customer/fintech meetings, in order to ensure properly understand and communicate to speed up the investigation of the issue reported
• Respond to customer/fintech requests, whether they are reported issues, questions or assistance requests, helping them to be able to utilize the product properly as per their needs

Required Experience:

• Utilized Log analytics – Run Queries
• Python experience (a plus)
• Knowledge of Java Script, Rest Architecture
• Knowledge of K8s Kubernetes/Dockers, OMS (Azure), Cloud (a plus)
• Experience supporting APIs and utilizing Postman
• University degree in Computer Science, or related major
• Knowledge about software development lifecycle (a plus)
• Operating Systems (Linux and Solaris) – (a plus)
• At minimum 4-5 years of application or platform support
• Knowledge of MSSQL/Oracle databases

Candidate Attributes

• Strong organization and communication skills
• Fluent in written and spoken English
• Customer focused mind-set
• Working knowledge of agile methodologies
• Team player, detail-oriented, with analytical approach