Expert ACH Support Engineer

## **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 & Deliverables** **Customer & Case Ownership** - 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. **Payments & Platform Expertise** - Analyze and troubleshoot: - NACHA file creation, validation, settlement, returns, and exceptions - FGPP payment processing, message flows, routing, and operational controls - Understand the operational and compliance impact of payments issues and support customers accordingly **Operational Excellence** - 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** - Actively participate in **backlog management**, prioritizing aged, complex, and high‑risk cases. **Knowledge & Deflection Enablement** - 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. **Cross‑Functional Collaboration** - 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 **Required Skills & Experience** **SQL / Oracle Database** - Ability to write and interpret SQL queries for troubleshooting and analysis - Experience working with Oracle databases, including schemas, tables, and audit data - Ability to analyze transactional data to support root cause analysis **Application & Infrastructure Support** - 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 **Integration & Messaging** - Understanding of system‑to‑system integrations, APIs, and file‑based interfaces - Experience with messaging or middleware concepts (queues, retries, wait states) - Ability to trace end‑to‑end transaction flows across multiple internal and external systems **Payments Domain Knowledge** - 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) **Environment & Operations** - Experience supporting regulated production environments with formal **incident, problem, and change management** processes - Understanding of release management, disaster recovery testing, and post‑upgrade validation - Ability to work within **SaaS / PaaS / hybrid hosting models**, clearly distinguishing customer versus vendor responsibilities - Strong RCA skills, with emphasis on durable fixes and reduction of case reopens **Knowledge Management & Automation Readiness** - Ability to create and maintain reusable support knowledge - Ability to translate technical findings into clear, customer‑usable documentation - Willingness to adopt and support **AI‑assisted support tools** (guided triage, response suggestions, KA discovery) **Preferred Qualifications** - Experience with enterprise case management tools (e.g., SFDC) - Exposure to Payments platform DR exercises, upgrades, or change validation - Familiarity with case deflection analytics, automation, or workflow optimization **Why Join Finastra – Payments Support** - Work on **global, mission‑critical payment platforms** supporting leading financial institutions - Operate in a senior technical role with exposure across regions and functions - Be part of a Payments support organization focused on **quality, resilience, and scalability**, not just ticket volume We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we stand for: **Flexibility:** 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.