Senior Engineering Support Advisor

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

Engineering Support Group is working with Customer worldwide and with local development team. The team analyses all issues reported by the customer which resolves in reproducible bug reported to Developers or a final resolution of the reported issue (configuration, performance, product customization). The team is solving issues of multitude factors by finding its way quickly through investigations paths that lead to the root cause in the quickest possible way.

Responsibilities & Deliverables:

As a member of Engineering Support team your responsibilities will include but are not limited to:

• Responding to and resolving customer problems within performance standards
• Diagnosing problems and reporting bugs
• 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, Teams sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
• Proposing solutions and providing workaround when appropriate
• Installing, maintaining and upgrading required software
• Testing and validating new software versions and patches
• Liaising with developers on software bugs, specifications & user requirements

Qualifications

Required Experience:

• A bachelor or master degree in IT/mathematics or up to 2 years of equivalent experience
• Knowledge of C++ / databases (MS-SQL, SYBASE ASE) / Services Oriented Architecture / Web Services Technology or good knowledge of the JAVA or PL/SQL
• Experience in working on Unix/Linux
• Interests focused on mathematics
• Analytical abilities
• 2+ years working experience in support role or in banking environment
• Good English skills
• Attention to details, stability, responsibility as well as customer focus
• Ability to work independently as well as part of a customer facing team
• Able to work in a multi-cultural and multi-sites team