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Tech Stack
Tools & technologiesLinuxOracleSQLUnix
About the role
Key responsibilities & impact- Provide expert-level functional and technical support for Payments platforms, with emphasis on NACHA / ACH processing and FGPP flows
- Own complex and high-severity customer issues across the full support lifecycle, including investigation, resolution, validation, and customer communication
- Act as a senior escalation point for issues impacting customer operations and business continuity
- Analyze and troubleshoot NACHA file creation, validation, settlement, returns, and exceptions
- Understand the operational and compliance impact of payments issues and support customers accordingly
- Drive improvements in First Contact Resolution (FCR) and Mean Time to Resolution (MTTR) through accurate triage and strong root cause analysis
- Identify repeat issues and collaborate with Product and Engineering teams on permanent fixes
- Create and maintain high-quality Knowledge Articles (KAs) for repeat issues, known errors, and standard operating procedures
- Support self-service and case deflection initiatives by ensuring knowledge is clear, reusable, and consistently applied
- Provide guidance and mentoring to less-senior engineers, enabling independent resolution and skill development
- Partner with Product, Engineering, Infrastructure, and Release teams to diagnose defects, validate fixes, and support deployments
- Support disaster recovery exercises, upgrades, and change events, including testing and post-change validation.
Requirements
What you’ll need- SQL / Oracle Database experience
- Ability to write and interpret SQL queries for troubleshooting and analysis
- Experience working with Oracle databases, including schemas, tables, and audit data
- Experience supporting enterprise-scale, transaction-intensive production systems
- Working knowledge of Linux / Unix environments (logs, processes, permissions)
- Familiarity with application logs, batch processing, schedulers, and message queues
- Understanding of system-to-system integrations, APIs, and file-based interfaces
- Experience with messaging or middleware concepts (queues, retries, wait states)
- Strong understanding of ACH, wire payments, and real-time payments (RTP / FedNow)
- Knowledge of payment lifecycles, validations, queues, exceptions, and repair processes
- Familiarity with compliance and risk controls, including OFAC, sanctions, fraud, and regulatory reporting impacts
- Experience supporting environments with multiple third-party vendors (OFAC, Fraud, FX, network providers)
- Experience supporting regulated production environments with formal incident, problem, and change management processes
- Ability to work within SaaS / PaaS / hybrid hosting models.
- Strong RCA skills, with emphasis on durable fixes and reduction of case reopens
- Ability to create and maintain reusable support knowledge
- Ability to translate technical findings into clear documentation
- Willingness to adopt and support AI-assisted support tools.
Benefits
Comp & perks- Unlimited vacation, subject to local regulations and business priorities.
- Hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.
- Access confidential one-to-one support through our Employee Assistance Program.
- Connect with our network of Wellbeing Champions and Gather Groups.
- Monthly events and initiatives designed to help you thrive—inside and outside of work.
- Medical, life and disability insurance.
- Retirement plans, lifestyle, and other benefits.
- Paid time off for volunteering and donation-matching opportunities to support causes that matter to you.
- Involvement in inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra.
- Access online learning and accredited courses through our Skills & Career Navigator tool.
- Participation in our global recognition program, Finastra Celebrates, and regular employee surveys.
ATS Keywords
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Hard Skills & Tools
SQLOracle DatabaseNACHAACH processingLinuxUnixAPIsmessaging conceptsreal-time paymentsincident management
Soft Skills
customer communicationroot cause analysismentoringcollaborationproblem-solvingdocumentationanalytical skillsguidanceindependent resolutioncommunication