Associate Technical Engineer, Customer Support

Role Overview: As an Associate Technical Engineer at Finastra, you will play a crucial role as the key interface between Finastra clients and the organization. Your main responsibility will be to contribute to the overall delivery of software and services to ensure a world-class customer experience. You will be a product specialist with technical competencies, tasked with handling and resolving raised issues promptly. Additionally, you will provide technical assistance to functional consultants as required. There may also be opportunities for you to conduct testing on beta deliveries or fixes before they are released to customers, as well as handle on-site client issues when necessary. Key Responsibilities: - Respond to customer requests, including reported issues, questions, or assistance requests, to help them utilize the product effectively based on their needs - Understand reported issues from a technical perspective and replicate the scenarios in Finastra environments - Conduct technical investigations with root cause analysis of reported issues, offering feasible solutions or detailed analysis to stakeholder teams - Keep clients informed about the progress towards issue resolution, track issues sent to other departments, and ensure timely resolution to enhance client satisfaction and product quality - Engage in client meetings and WebEx sessions to facilitate communication with customers and expedite issue investigations - Thoroughly validate defects to ensure that described scenarios are addressed - Develop and provide simple scripts with guidance from senior colleagues when necessary - Create technical specifications and best practices documentation - Raise or escalate issues with the Team Leader or Manager as needed Qualification Required: - University degree in Computer Science, Mathematics, Business IT, or a related major - Proficiency in C/C++, including debugging skills and some experience with debugging tools on various operating systems (e.g., Visual Studio, Sun/Solaris Studio, Eclipse) - Familiarity with SQL, Java, C# - Basic expertise in Solaris and Linux operating systems (intermediate to advanced expertise in Windows) - Knowledge of CORBA (Orbix implementation), JMS (ActiveMQ implementation), and Tomcat is a plus - Excellent written and verbal communication skills in English - Strong analytical abilities, attention to detail, stability, responsibility, and customer focus - Ability to work independently and collaboratively in a customer-facing team Additional Details: At Finastra, we offer a range of benefits to our employees worldwide, regardless of grade, to reflect the values we uphold. These benefits include flexibility in work arrangements, well-being support, medical and insurance coverage, ESG initiatives, DEI groups for open involvement, career development opportunities, recognition programs, and a diverse and inclusive work environment where everyone is empowered to perform at their best. Join Finastra to embrace your uniqueness, make a difference, and contribute to a culture of diversity and inclusion!,