Application Support Engineer

Department / Location: Payments, Technical Application Support, South Africa



Reports to: Manager, Technical Operations/Support



Position Summary: Provide expert-level support to clients, peers and management for all existing and future Payment product offerings provided by Finastra



Primary Responsibilities:

• Provide professional application and technical support & consultation to clients of Finastra Payment products, typically banks or major corporations


• Act as a tier 3 escalation point for Technical Application Support staff; execute escalation procedures when applicable, as defined by management


• Provide guidance, training and mentorship for support staff of all levels
  • In-depth training for new staff
  • Ongoing training for staff of all levels



• Create training materials and training plans for future and current staff


• Assist with day-to-day team coordination as a backup to management


• Create and maintain documentation pertaining to daily operations of the group


• Work collaboratively with customers’ and Finastra technical groups for connectivity to various interfaces/applications and other third-party vendors


• Work assigned cases through the full case management life cycle
  • Continually monitor and update all assigned cases in Salesforce CRM with timeliness, accuracy, and relevant information using appropriate customer-facing communication as judged by management
  • Help other staff work their cases to resolution in the same fashion
  • Cases are accessible internally and by Finastra clients.



• Closely follow all processes as formally documented and as otherwise defined by management; seek and suggest improvements to process


• Lead installation, implementation and client coordination of testing fixes provided by development for production related issues; document work following change control protocol


• Install and maintain test environments for support of the group


• Participate in and often lead infrastructure changes that relate to Payment products


• Maintain and expand support expertise by learning, as necessary, International and Domestic Payments Products and the software applications Finastra sells


• Contribute to a positive atmosphere of teamwork through collaborative behavior and open communications


• Perform all other duties as assigned

• Bachelor’s degree (concentration in Computer Science or Computer Engineering preferred)


• 2+ years of experience with support of technical services; must have the ability to quickly learn the technical aspects needed to support the products


• Prior experience supporting customers of banking or financial software applications preferred


• Must have good verbal/phone presence - experience in call center or customer support is a plus


• Ability to cite personal success in the following:
  • Managing issues and projects with 3rd party vendors
  • Multi-tasking and managing changing priorities to meet demands of clients
  • Contributing to an atmosphere of teamwork through collaborative behavior and open communications



• Experience interfacing with others via phone and email at all levels from senior management to junior staff


• Excellent analytical and communication (Verbal and written) skills; process-oriented


• Successful candidate must enjoy problem solving, which is a significant part of the job


• Expert technical skills in any of the following are desired:
  • Windows Server administration & support
  • Networking concepts, analysis & troubleshooting
  • Very good knowledge of C/C++, Java including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun/ Solaris Studio, Eclipse)
  • Remote access
  • Virtualization
  • Enterprise relational databases, SQL
  • Windows-centric system and application support

• Willingness to work off hours and occasional long hours when necessary to achieve customer and company objectives


• Work independently (sometimes remotely) and collaboratively


• Participate with other team members in rotating schedule for on-call duty and early shift, with possibility to convert to formal early shift assignment


• Consistent in-office attendance is required

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