Expert ACH Support Engineer

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.

• Provide expert‑level functional and technical support for Payments platforms, emphasizing NACHA/ACH processing and FGPP flows.
• Own complex, high‑severity customer issues end‑to‑end, 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, as well as FGPP payment processing, message flows, routing, and operational controls.
• Understand the operational and compliance impact of payment issues and support customers accordingly.
• Drive improvements in First Contact Resolution (FCR) and Mean Time to Resolution (MTTR) through accurate triage and root cause analysis.
• Identify repeat issues and collaborate with Product and Engineering teams on permanent fixes.
• Participate in backlog management, prioritizing aged, complex, and high‑risk cases.
• Create and maintain high‑quality Knowledge Articles 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.
• Mentor 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.

• SQL / Oracle Database – Ability to write and interpret SQL queries for troubleshooting and analysis; experience with Oracle schemas, tables, and audit data.
• Application & Infrastructure Support – Experience supporting enterprise‑scale, transaction‑intensive production systems; working knowledge of Linux/Unix environments, logs, processes, permissions, 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 / Fed Now); knowledge of payment life cycles, validations, queues, exceptions, repair processes; familiarity with compliance and risk controls (OFAC, sanctions, fraud, regulatory reporting); experience supporting environments with multiple third‑party vendors.
• 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.
• Knowledge Management & Automation Readiness – Ability to create and maintain reusable support knowledge; translate technical findings into clear, customer‑usable documentation; willingness to adopt AI‑assisted support tools.
• 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.

Applicants for this position must be located in the posted location or its immediate surrounding areas. Candidates residing in New York City or California will not be considered.

• Unlimited vacation (subject to local regulations and business priorities).
• Hybrid working arrangements and inclusive policies.
• Confidential one‑to‑one support through the Employee Assistance Program.
• Medical, life and disability insurance, retirement plans, and lifestyle benefits.
• Paid time off for volunteering and donation‑matching opportunities.
• Well‑being programs and monthly initiatives.