Associate Technical Engineer - ref. v52097103

Who are we?

Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.

What will you contribute?

At times, this role may be called upon to do testing on beta deliveries or fixes before they are released to customers or be requested to go on site to handle issues on the client's premises.

Responsibilities & Deliverables:

Your deliverables as an Associate Technical Engineer will include, but are not limited to, the following:

• 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, 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
• Build and provide simple scripts with the assistance of senior colleagues when necessary
• Write technical specifications and best practices documentation
• Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed

Required Experience:

• University Degree in Computer Science, Information Technology, Information Systems, Computer Engineering, Electronics and Communications Engineering, or related courses
• Open to fresh graduates or those with less than 2 years of work experience who are interested in building a career in customer/product support
• 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 uphold:

• 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.
• Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra!