Application Support Engineer

Finastra - Johannesburg, Gauteng

Job closed


Contract type
Application deadline


Application Support Engineer

Department / Location: Payments, Technical Application Support, South Africa

Reports to: Manager, Technical Operations/Support

Position Summary: Provide expert-level support to clients, peers and management for all existing and future Payment product offerings provided by Finastra

Primary Responsibilities:

  • Provide professional application and technical support & consultation to clients of Finastra Payment products, typically banks or major corporations

  • Act as a tier 3 escalation point for Technical Application Support staff; execute escalation procedures when applicable, as defined by management

  • Provide guidance, training and mentorship for support staff of all levels

    • In-depth training for new staff
    • Ongoing training for staff of all levels

  • Create training materials and training plans for future and current staff

  • Assist with day-to-day team coordination as a backup to management

  • Create and maintain documentation pertaining to daily operations of the group

  • Work collaboratively with customers’ and Finastra technical groups for connectivity to various interfaces/applications and other third-party vendors

  • Work assigned cases through the full case management life cycle

    • Continually monitor and update all assigned cases in Salesforce CRM with timeliness, accuracy, and relevant information using appropriate customer-facing communication as judged by management
    • Help other staff work their cases to resolution in the same fashion
    • Cases are accessible internally and by Finastra clients.

  • Closely follow all processes as formally documented and as otherwise defined by management; seek and suggest improvements to process

  • Lead installation, implementation and client coordination of testing fixes provided by development for production related issues; document work following change control protocol

  • Install and maintain test environments for support of the group

  • Participate in and often lead infrastructure changes that relate to Payment products

  • Maintain and expand support expertise by learning, as necessary, International and Domestic Payments Products and the software applications Finastra sells

  • Contribute to a positive atmosphere of teamwork through collaborative behavior and open communications

  • Perform all other duties as assigned


  • Bachelor’s degree (concentration in Computer Science or Computer Engineering preferred)

  • 2+ years of experience with support of technical services; must have the ability to quickly learn the technical aspects needed to support the products

  • Prior experience supporting customers of banking or financial software applications preferred

  • Must have good verbal/phone presence - experience in call center or customer support is a plus

  • Ability to cite personal success in the following:

    • Managing issues and projects with 3rd party vendors
    • Multi-tasking and managing changing priorities to meet demands of clients
    • Contributing to an atmosphere of teamwork through collaborative behavior and open communications

  • Experience interfacing with others via phone and email at all levels from senior management to junior staff

  • Excellent analytical and communication (Verbal and written) skills; process-oriented

  • Successful candidate must enjoy problem solving, which is a significant part of the job

  • Expert technical skills in any of the following are desired:

    • Windows Server administration & support
    • Networking concepts, analysis & troubleshooting
    • Very good knowledge of C/C++, Java including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun/ Solaris Studio, Eclipse)
    • Remote access
    • Virtualization
    • Enterprise relational databases, SQL
    • Windows-centric system and application support

Work Environment:

  • Willingness to work off hours and occasional long hours when necessary to achieve customer and company objectives

  • Work independently (sometimes remotely) and collaboratively

  • Participate with other team members in rotating schedule for on-call duty and early shift, with possibility to convert to formal early shift assignment

  • Consistent in-office attendance is required


The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions. If you need assistance or an accommodation due to disability please contact your recruitment partner.



Min education
University attendance
Required experience
2 Years
Not defined
Not defined
Not defined



Employer name


Did not find vacancies of your interest?

Register to be informed when we have suitable positions for your profile.
By registering, you accept our Terms and conditions