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**Who are we?**At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.What will you contribute:The Expert ACH Engineer is a senior individual contributor role within the Payments Customer Support organization. This role provides advanced functional and technical support for Finastra Payments platforms, with a primary focus on NACHA (ACH) payments and FGPP (Global Payments Platform).The role owns complex, high‑impact customer issues end‑to‑end, reduces operational risk, contributes to backlog reduction, enables self‑service and case deflection, and improves resolution quality. The engineer operates independently on complex issues, mentors junior engineers, and partners closely with Product, Engineering, and Infrastructure teams across regions.Key Responsibilities & DeliverablesCustomer & Case OwnershipProvide expert‑level functional and technical support for Payments platforms, with emphasis on NACHA / ACH processing and FGPP flowsOwn complex and high‑severity customer issues across the full support lifecycle, including investigation, resolution, validation, and customer communicationAct as a senior escalation point for issues impacting customer operations and business continuity.Payments & Platform ExpertiseAnalyze and troubleshoot:NACHA file creation, validation, settlement, returns, and exceptionsFGPP payment processing, message flows, routing, and operational controlsUnderstand the operational and compliance impact of payments issues and support customers accordinglyOperational ExcellenceDrive improvements in First Contact Resolution (FCR) and Mean Time to Resolution (MTTR) through accurate triage and strong root cause analysisIdentify repeat issues and collaborate with Product and Engineering teams on permanent fixesActively participate in backlog management, prioritizing aged, complex, and high‑risk cases.Knowledge & Deflection EnablementCreate and maintain high‑quality Knowledge Articles (KAs) for repeat issues, known errors, and standard operating proceduresSupport self‑service and case deflection initiatives by ensuring knowledge is clear, reusable, and consistently appliedProvide guidance and mentoring to less‑senior engineers, enabling independent resolution and skill development.Cross‑Functional CollaborationPartner with Product, Engineering, Infrastructure, and Release teams to diagnose defects, validate fixes, and support deploymentsSupport disaster recovery exercises, upgrades, and change events, including testing and post‑change validationRequired Skills & ExperienceSQL / Oracle DatabaseAbility to write and interpret SQL queries for troubleshooting and analysisExperience working with Oracle databases, including schemas, tables, and audit dataAbility to analyze transactional data to support root cause analysisApplication & Infrastructure SupportExperience supporting enterprise‑scale, transaction‑intensive production systemsWorking knowledge of Linux / Unix environments (logs, processes, permissions)Familiarity with application logs, batch processing, schedulers, and message queuesIntegration & MessagingUnderstanding of system‑to‑system integrations, APIs, and file‑based interfacesExperience with messaging or middleware concepts (queues, retries, wait states)Ability to trace end‑to‑end transaction flows across multiple internal and external systemsPayments Domain KnowledgeStrong understanding of ACH, wire payments, and real‑time payments (RTP / FedNow)Knowledge of payment lifecycles, validations, queues, exceptions, and repair processesFamiliarity with compliance and risk controls, including OFAC, sanctions, fraud, and regulatory reporting impactsExperience supporting environments with multiple third‑party vendors (OFAC, Fraud, FX, network providers)Environment & OperationsExperience supporting regulated production environments with formal incident, problem, and change management processesUnderstanding of release management, disaster recovery testing, and post‑upgrade validationAbility to work within SaaS / PaaS / hybrid hosting models, clearly distinguishing customer versus vendor responsibilitiesStrong RCA skills, with emphasis on durable fixes and reduction of case reopensKnowledge Management & Automation ReadinessAbility to create and maintain reusable support knowledgeAbility to translate technical findings into clear, customer‑usable documentationWillingness to adopt and support AI‑assisted support tools (guided triage, response suggestions, KA discovery)Preferred QualificationsExperience with enterprise case management tools (e.g., SFDC)Exposure to Payments platform DR exercises, upgrades, or change validationFamiliarity with case deflection analytics, automation, or workflow optimizationWhy Join Finastra – Payments SupportWork on global, mission‑critical payment platforms supporting leading financial institutionsOperate in a senior technical role with exposure across regions and functionsBe part of a Payments support organization focused on quality, resilience, and scalability, not just ticket volumeFlexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work.Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to everyone who wants to participate and contribute.Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.Specific benefits may vary by location.At Finastra, each individual is unique—bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves.Be unique. Be exceptional. Help us make a difference at Finastra.Applicants for this position need to be located in posted location or their immediate surrounding areas. Due to the requirements of this position, this job posting is not available for, and Finastra will not be considering any applicants who currently reside in New York City or California.
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