Finastra · 2 months ago
Technical Engineer, Customer Support
Portland
Full-time
Hybrid
New Grad, Entry LevelFinastra is a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. The Technical Engineer, Customer Support acts as a key interface between clients and the development organization, responsible for handling and resolving issues, assisting with implementations, and ensuring a world-class customer experience.
Financial ServicesFinTechInformation Technology
Responsibilities
Provide excellent customer service by responding to various requests, issues, and inquiries from clients, ensuring that they can use the product effectively and efficiently according to their needs
Demonstrate strong technical skills and knowledge by understanding and replicating the reported issues in the Client and Finastra environments, performing in-depth technical investigations with root cause analysis, and offering adequate solutions where possible or detailed analysis to the stakeholder teams, with minimal assistance
Ensure timely and clear communication with the clients by updating them on the progress and status of the issue resolution, tracking and following up on the issues sent to other departments, and participating in client meetings and WebEx sessions as needed, focusing on the client's satisfaction and product quality
Validate the fixed defects thoroughly by testing the described scenarios and confirming that they are resolved
Escalate the issues with the Team Leader and/or Manager when needed, providing relevant information and analysis
Ability to document in detail in all interactions, troubleshooting, testing and research case ticketing system visible to clients
Create knowledge base articles or other technical documents to drive self service solutioning for clients via client portal
Provide feedback and suggestions for product improvement and enhancement, based on the experience with the customer issues and the product knowledge acquired
Collaborate and communicate effectively with the team members and other internal stakeholders, sharing knowledge, best practices and relevant information, and supporting each other to achieve the team and organizational goals
Qualification
Required
University degree in Computer Science, Mathematics, Business IT or related major or equivalent job experience
Debugging skills and experience with debugging tools, audit logs, etc
Medium expertise with Windows Operating System
Medium expertise with networking, firewalls, and IP addresses
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
Preferred
Banking knowledge (preferred but not required): You should have a solid understanding of the banking sector, its products, services, regulations, and processes. You should be able to communicate effectively with banking professionals and understand their needs and challenges
Analyze and adapt mentality: You should have strong analytical and problem-solving skills, as well as the ability to adapt to changing situations and customer demands. You should be able to use logic to identify the root cause of technical issues, find solutions, and implement them quickly and efficiently
Technical aptitude: You should have a good grasp of technology, especially software applications, databases, networks, and security. You should be familiar with common operating systems, browsers, and devices. You should be able to learn new technologies and tools quickly and independently
Customer service: You should have excellent communication and interpersonal skills, as well as a positive and professional attitude. You should be able to listen to customers, understand their concerns, and provide clear and concise responses. You should be able to handle difficult situations with patience and empathy
Benefits
Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
ESG: Benefit from paid time off for volunteering and donation matching.
DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
Company
Finastra
Finastra provides the broadest portfolio of financial services software.
Founded in 2017
10001+ employees
H1B Sponsorship
Finastra has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (4)
2023 (5)
2022 (11)
2021 (10)
2020 (12)
Funding
Current Stage
Late StageTotal Funding
$5.3BKey Investors
BIRD Foundation
2023-08-15Debt Financing· $5.3B
2022-04-04Series Unknown· $0.8M
2021-02-12Grant
Leadership Team
Mike Stawchansky
EVP, Chief Technology Officer
Ali Khan
Chief Data Officer
Recent News
Business Standard India
2026-01-08
2025-12-22
2025-12-19
Company data provided by crunchbase