Deskripsi Pekerjaan
Join Finastra as a Senior Technical Engineer in Customer Support, where you'll become a product specialist with deep technical expertise in RPG and CL technologies. This role is pivotal in resolving complex customer issues, driving product excellence, and ensuring seamless user experiences. You'll collaborate with global teams to diagnose and troubleshoot technical challenges, while contributing to process improvements that elevate our support standards. As a key technical liaison, you'll bridge the gap between customers and product development, helping shape the future of our financial solutions.
Your impact extends beyond issue resolution – you'll mentor junior engineers, develop technical documentation, and proactively identify emerging trends in customer needs. This position offers the opportunity to work at the forefront of financial technology, where your technical acumen directly influences customer satisfaction and product innovation. Finastra provides a dynamic environment for growth, with opportunities to expand your expertise in cloud-native platforms and enterprise-scale systems.
Tanggung Jawab
- Resolve complex technical issues related to RPG and CL products with minimal supervision
- Provide Tier 3 support to enterprise customers, including root cause analysis and solution implementation
- Collaborate with product engineering teams to escalate critical bugs and feature requests
- Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides
- Mentor junior support engineers through coaching and knowledge sharing sessions
- Analyze support metrics to identify recurring issues and drive process improvements
- Participate in cross-functional projects to enhance product reliability and user experience
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or related field
- Minimum 5 years of technical support experience with RPG and CL technologies
- Expert-level troubleshooting skills in enterprise financial software environments
- Strong understanding of API integrations and cloud-based architectures
- Certification in relevant technologies (e.g., IBM i, RPG, or CL programming) preferred
- Proven ability to communicate complex technical concepts to non-technical stakeholders
- Experience with support ticketing systems (e.g., Jira, ServiceNow)
- Fluency in English with excellent written and verbal communication skills