📍 Job Overview

Job Title: Technical Engineer, Customer Support
Company: Finastra
Location: Bangalore, Karnataka, India
Job Type: Full-Time
Category: Technical Support
Date Posted: June 30, 2025
Experience Level: 0-2 years
Remote Status: On-site (Hybrid)

🚀 Role Summary

Role: The Technical Engineer is the primary point of contact between Finastra clients and the TCM organization, ensuring a world-class customer experience.
Responsibilities: Respond to customer requests, perform technical investigations, and participate in client meetings to resolve issues and ensure client satisfaction.
Technical Skills: Technical competencies, analytical skills, problem-solving, attention to detail, and excellent communication skills in English.

📝 Enhancement Note: This role requires a strong technical background to understand and resolve customer issues, as well as excellent communication skills to interact with clients effectively.

💻 Primary Responsibilities

Customer Interaction: Respond to customer requests, questions, or assistance, helping them utilize the product properly and addressing any reported issues.
Issue Resolution: Understand reported issues, replicate scenarios in Finastra environments, and perform technical investigations with root cause analysis to provide adequate solutions or detailed analysis to stakeholder teams.
Client Communication: Update clients on issue resolution progress, track issues sent to other departments, and ensure timely resolution, focusing on client satisfaction and product quality.
Meeting Participation: Participate in client meetings, WebEx sessions, or on-site visits to speed up issue investigation and ensure proper communication with customers.
Defect Validation: Validate defects thoroughly by ensuring that described scenarios are fixed and build simple scripts with the assistance of senior colleagues when necessary.
Documentation: Write technical specifications and best practices documentation to improve product quality and customer experience.
Issue Escalation: Raise or escalate issues with the Team Leader and/or Manager when needed.

🎓 Skills & Qualifications

Education:

MBA in Finance (or relevant field)

Experience:

0-2 years of relevant experience in a technical support role or similar position

Required Skills:

Excellent written and verbal communication in English
Strong analytical and problem-solving skills
Attention to detail and stability
Customer focus and ability to work independently and as part of a team
Familiarity with financial software and systems (desirable)

Preferred Skills:

Certifications such as NCFM or NISM (desirable)
Experience with Finastra products or similar financial software (desirable)

📝 Enhancement Note: While an MBA in Finance is required, relevant experience in technical support roles or similar positions is also crucial for success in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate problem-solving skills and technical expertise through relevant projects or case studies
Showcase strong communication skills and customer focus through client interaction examples or testimonials

Technical Documentation:

Provide examples of technical specifications or best practices documentation written for previous projects
Include any relevant scripts or code snippets that demonstrate your technical proficiency

💵 Compensation & Benefits

Salary Range: INR 5,00,000 - 7,00,000 per annum (Estimated based on market standards for entry-level technical support roles in Bangalore)

Benefits:

Flexibility: Unlimited vacation, hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave
Well-being: Access to confidential one-on-one therapy, unlimited personalized coaching, and access to Gather Groups for emotional and mental support
Medical, life & disability insurance, retirement plan, lifestyle, and other benefits*
ESG: Paid time off for volunteering and donation matching
DEI: Participation in multiple DEI groups for open involvement
Career Development: Access to online learning and accredited courses through the Skills & Career Navigator tool
Recognition: Part of the global recognition program, Finastra Celebrates, and 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

🎯 Team & Company Context

Company Culture:

Industry: Finastra is a global provider of open finance software solutions, dedicated to expanding access to financial services
Company Size: Medium-sized organization with over 8,000 customers, including 45 of the world's top 50 banks
Founded: 2000 (as Misys; merged with Finastra in 2017)
Team Structure: The Technical Engineer will work closely with functional consultants, technical leads, and other support team members to resolve customer issues and ensure a world-class customer experience

Development Methodology:

Agile methodologies, with a focus on customer satisfaction and continuous improvement
Collaborative environment, with a strong emphasis on teamwork and knowledge sharing

Company Website: www.finastra.com

📝 Enhancement Note: Finastra's company culture emphasizes flexibility, well-being, and career development, with a focus on fostering a diverse and inclusive work environment.

📈 Career & Growth Analysis

Technical Engineer Career Level: This role is an entry-level position within the technical support career path, focusing on customer interaction, issue resolution, and technical investigation.

Reporting Structure: The Technical Engineer will report directly to the Team Leader or Manager within the TCM organization.

Technical Impact: The Technical Engineer will have a direct impact on customer satisfaction and product quality by resolving customer issues efficiently and effectively.

Growth Opportunities:

Technical Growth: Develop technical expertise and gain experience in handling complex customer issues, leading to potential promotions or specialized roles within the technical support team
Career Progression: Demonstrate strong performance and customer focus to progress into senior technical support roles, team leadership positions, or other related areas within Finastra

📝 Enhancement Note: The Technical Engineer role offers opportunities for career growth and development within Finastra's technical support organization, with a focus on customer satisfaction and technical expertise.

🌐 Work Environment

Office Type: Finastra's Bangalore office is a collaborative and dynamic workspace, with a focus on teamwork and knowledge sharing.

Office Location(s): Bangalore, Karnataka, India

Workspace Context:

Collaborative Environment: The Technical Engineer will work closely with functional consultants, technical leads, and other support team members to resolve customer issues and ensure a world-class customer experience
Technical Resources: Access to relevant tools, software, and resources to perform technical investigations and issue resolution
Cross-Functional Collaboration: Work closely with various teams, including product, sales, and marketing, to ensure customer satisfaction and product quality

Work Schedule: Full-time, with a hybrid working arrangement that combines on-site and remote work

📝 Enhancement Note: Finastra's Bangalore office provides a collaborative and dynamic work environment, with a focus on teamwork and knowledge sharing to ensure a world-class customer experience.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, technical background, and cultural fit
Technical Assessment: A hands-on assessment to evaluate problem-solving skills, technical expertise, and issue resolution capabilities
Behavioral Interview: A discussion focused on customer interaction, issue resolution, and teamwork to assess cultural fit and career growth potential
Final Interview: A meeting with the hiring manager or team lead to discuss the role, company culture, and next steps

Portfolio Review Tips:

Highlight relevant projects or case studies that demonstrate problem-solving skills, technical expertise, and customer focus
Include any relevant testimonials or client feedback that showcases strong communication skills and customer satisfaction
Prepare examples of technical specifications or best practices documentation written for previous projects

Technical Challenge Preparation:

Brush up on technical skills related to financial software and systems
Practice problem-solving exercises and issue resolution scenarios
Familiarize yourself with Finastra products or similar financial software (if applicable)

ATS Keywords:

Technical Support
Customer Interaction
Issue Resolution
Problem Solving
Technical Investigation
Customer Satisfaction
Agile Methodologies
Financial Software
Customer Focus
Teamwork

📝 Enhancement Note: The Technical Engineer role requires strong communication skills, technical expertise, and customer focus, with a focus on issue resolution and customer satisfaction.

🛠 Technology Stack & Web Infrastructure

Relevant Technologies:

Financial software and systems (e.g., Finastra's Lending, Payments, Treasury, and Capital Markets solutions)
Agile methodologies and project management tools (e.g., Jira, Confluence)
Customer relationship management (CRM) software (e.g., Salesforce, Microsoft Dynamics)
Collaboration and communication tools (e.g., Microsoft Office Suite, Slack, Microsoft Teams)

📝 Enhancement Note: While the Technical Engineer role does not require deep technical expertise in specific software or tools, a strong understanding of financial software and systems is essential for success in this role.

👥 Team Culture & Values

Finastra Values:

Customer Focus: Put customers first, understand their needs, and exceed their expectations
Collaboration: Work together, share knowledge, and support each other to achieve common goals
Integrity: Act with honesty and transparency, and hold ourselves accountable for our actions
Innovation: Embrace change, challenge the status quo, and continuously improve our products and services
Respect: Value diversity, listen actively, and treat everyone with kindness and consideration

Collaboration Style:

Cross-Functional Integration: Work closely with functional consultants, technical leads, and other support team members to resolve customer issues and ensure a world-class customer experience
Code Review Culture: Collaborate with team members to review and improve technical documentation and best practices
Knowledge Sharing: Share technical expertise and insights with team members to improve product quality and customer satisfaction

📝 Enhancement Note: Finastra's team culture emphasizes customer focus, collaboration, integrity, innovation, and respect, with a strong emphasis on knowledge sharing and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Issue Resolution: Develop strong problem-solving skills and technical expertise to resolve complex customer issues efficiently and effectively
Customer Interaction: Build excellent communication skills and customer focus to interact with clients effectively and ensure their satisfaction
Technical Documentation: Improve technical documentation and best practices to enhance product quality and customer experience

Learning & Development Opportunities:

Technical Skill Development: Enhance technical expertise and gain experience in handling complex customer issues, leading to potential promotions or specialized roles within the technical support team
Career Mentorship: Seek guidance and mentorship from senior team members to develop leadership skills and advance your career within Finastra's technical support organization
Conference Attendance & Certification: Attend industry conferences, obtain relevant certifications, and engage with professional networks to expand your knowledge and skills

📝 Enhancement Note: The Technical Engineer role offers opportunities for technical skill development, career mentorship, and continuous learning, with a focus on customer satisfaction and technical expertise.

💡 Interview Preparation

Technical Questions:

Problem-Solving Scenarios: Be prepared to discuss and demonstrate your ability to resolve complex customer issues, with a focus on root cause analysis and technical investigation
Customer Interaction: Prepare examples of successful customer interactions, highlighting your communication skills, customer focus, and issue resolution capabilities
Technical Documentation: Bring examples of technical specifications or best practices documentation written for previous projects, showcasing your attention to detail and technical expertise

Company & Culture Questions:

Company Culture: Research Finastra's company culture, values, and mission, and be prepared to discuss how your personal values align with the organization's
Team Dynamics: Familiarize yourself with Finastra's team structure and dynamics, and be prepared to discuss how you would collaborate with functional consultants, technical leads, and other support team members to ensure a world-class customer experience
Career Growth: Prepare a career development plan, highlighting your short-term and long-term goals, and how you intend to achieve them within Finastra's technical support organization

Portfolio Presentation Strategy:

Live Demonstration: Prepare a live demonstration of your technical skills, showcasing your ability to resolve complex customer issues and ensure client satisfaction
Case Studies: Develop case studies that highlight your problem-solving skills, technical expertise, and customer focus, with a focus on real-world scenarios and practical examples
Technical Documentation: Include examples of technical specifications or best practices documentation written for previous projects, demonstrating your attention to detail and technical proficiency

📝 Enhancement Note: The Technical Engineer interview process focuses on problem-solving skills, technical expertise, and customer focus, with a strong emphasis on customer satisfaction and issue resolution.

📌 Application Steps

To apply for the Technical Engineer, Customer Support position:

Resume Optimization: Tailor your resume to highlight relevant experience, technical skills, and customer focus, with a focus on problem-solving and issue resolution capabilities
Portfolio Customization: Curate a portfolio that showcases your problem-solving skills, technical expertise, and customer focus, with a focus on real-world scenarios and practical examples
Technical Interview Preparation: Brush up on technical skills related to financial software and systems, and practice problem-solving exercises and issue resolution scenarios to prepare for the technical assessment
Company Research: Research Finastra's company culture, values, and mission, and be prepared to discuss how your personal values align with the organization's during the interview process

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Engineer, Customer Support