Deskripsi Pekerjaan
Join Finastra's elite Customer Support team as a Senior Technical Engineer, where you'll become a product specialist for our RPG (Report Program Generator) and CL (Control Language) solutions. This senior-level role demands technical expertise to diagnose, resolve, and prevent complex client issues while driving product excellence. You'll collaborate directly with enterprise clients, providing deep technical insights and ensuring seamless system performance in our financial technology ecosystem.
As a key technical authority, you'll document solutions, mentor junior engineers, and contribute to knowledge base development. Your analytical skills will help identify trends for product enhancements, while your customer-centric approach will maintain Finastra's reputation for exceptional support. This position offers the opportunity to work at the intersection of finance and technology, supporting critical banking infrastructure.
Tanggung Jawab
- Provide advanced technical support for RPG and CL systems, resolving complex client issues within SLA
- Collaborate with product development teams to escalate bugs and suggest product improvements
- Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides
- Lead root cause analysis for recurring issues and implement preventive solutions
- Mentor junior engineers on technical methodologies and client communication best practices
- Participate in on-call rotations for critical system incidents
- Contribute to continuous improvement of support processes and tools
Kualifikasi
- Bachelor's degree in Computer Science, IT, or related technical field
- 5+ years experience in technical support with RPG and CL expertise
- Strong troubleshooting skills in AS/400 or IBM i environments
- Experience with financial software or banking technology systems
- Excellent verbal and written communication skills for technical documentation
- Certifications in IBM i or RPG development preferred
- Ability to work independently while collaborating cross-functionally
- Experience with ticketing systems (ServiceNow, Jira) and CRM platforms