Want to know if this job is worth applying to?
Manila, Philippines
Hybrid
At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.
Finastra has signed an agreement to sell its Universal Banking business to Pollen Street Capital, with completion expected end 2026 / early 2027, subject to consultation and customary closing conditions. Upon completion, this role is expected to transition to the standalone Universal Banking business, creating opportunities to support its future growth and success.
Reporting to the Technical Support Manager, the Technical Engineer serves as the primary interface between Finastra clients and the Universal Banking Customer Support organization, contributing to the delivery of software solutions and services that ensure a world-class customer experience.
As a product and technical specialist, the Technical Engineer is responsible for managing, troubleshooting, and resolving complex customer issues in a timely and effective manner. The role requires strong technical expertise, analytical problem-solving skills, and the ability to work independently while collaborating with cross-functional teams.
The Technical Engineer also provides technical guidance to functional consultants when required and may participate in validation testing for product enhancements, pa
Respond to customer requests, whether they are reported issues, questions, or assistance requests, helping them to be able to utilize the product properly as per their needs
Understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in the Finastra environments
Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams
Update clients 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
Participate in client (phone) meetings, WebEx sessions, to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
Provide temporary bug fixes to clients when needed
Validate defects thoroughly by ensuring that the described scenarios are fixed
Build and provide simple scripts with the assistance of senior colleagues when necessary
Responsible for solutions documentation to enhance the Customer Searchable database ensuring a faster service to the customers in the future
Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed
Required Experience:
Bachelor Degree in Computer Science, Information Technology, Information Systems, Computer Engineering, Electronics and Communications Engineering, or related courses
Minimum of 2 years of relevant experience in technical support, application support, or a customer-facing technical support role within enterprise software, banking, financial services, or fintech environments.
Experience/background in Java/C/C++, SQL an advantage
Excellent written and verbal communication in English
Analytical abilities, attention to detail, stability, responsibility as well as customer focus
Ability to work independently as well as part of a customer facing team
Willing to work on Philippine holidays, on shifts or be assigned on ‘after hour’ rotation.
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we stand for:
Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.
Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work.
Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*
Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.
Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to everyone who wants to participate and contribute.
Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.
*Specific benefits may vary by location.
At Finastra, each individual is unique—bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves.
Be unique. Be exceptional. Help us make a difference at Finastra.
