Associate Technical Support Engineer

hace 6 meses

Guadalajara, México Finastra A tiempo completo

**Company Description**
Formed in 2017 by the combination of Misys and D+H, we provide the broadest portfolio of financial services software in the world today—spanning retail banking, transaction banking, lending, capital markets and treasury.

Our solutions enable customers to deploy mission critical technology on premises or in the cloud. With our scale and geographical reach we drive valued solutions and opportunity for customers regardless of size or geography. Through our open, secure, and reliable solutions, we empower customers to accelerate growth, optimize cost, mitigate risk and continually evolve to meet their changing needs.

A Truly global organization with offices in 42 countries worldwide, with an employee base of approximately 10,000 employees. We work with 9,000 customers, including 48 of the top 50 banks globally. Through our software, we’re constantly stretching boundaries to do more for our customers. We are proud to be an organization where our vision, values and cultural beliefs are not just shared, but are lived by our people globally and where recognition is part of each and every day.
**Job Description** What will you contribute?**

Working as part of the** Technical Engineering Support team,** this role is the key interface between Finastra clients on one side and R&D organization on the other side, contributing to the overall delivery of software and services to ensure a world class customer experience. The holder of the role is a product specialist, with technical competencies, responsible for handling and resolving raised issues in the shortest time possible. They also use their technical expertise to assist functional consultants on a need basis. At times, they may be called upon to do testing on beta deliveries or fixes before it is released to customers.

**Responsibilities & Deliverables**:
Your deliverables as a member of the FusionInvest team include the following:

- Respond to various customer requests of low/medium complexity, being able to understand the issue reported
- Reproduce issues on the local environments, searching for potential workarounds to minimize client downtimes, reviewing source code and building scripts to fix corruptions with the assistance of senior colleagues when necessary
- Perform technical investigation of the issues reported, providing adequate solutions where feasible and/or complete analysis details to R&D teams
- Update clients on the progress towards issue resolution
- Track issues sent to other departments and ensure a resolution to the client’s satisfaction is attained
- Participate in client (phone) meetings, WebEx sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
- Validate defects thoroughly by ensuring that the described scenarios are fixed
- Write technical specifications and best practices documentation
- Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed

**Qualifications** Required Experience**:

- Degree in Computer Science, Mathematics, Business IT or equivalent work experience
- Good knowledge of C/C++, including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun/ Solaris Studio, Eclipse)
- Basic knowledge of SQL/ Java/ C#
- Good knowledge of Windows server
- Excellent English knowledge
- Analytical skills, attention to detail, responsibility well as customer focus
- Ability to work independently as well as part of a customer facing team

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