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. About Finastra Finastra is a global provider of financial services software, serving banks, credit unions, and financial institutions worldwide. Finastra s Payments organization supports mission critical, highly regulated global payment platforms, requiring strong domain expertise, operational rigor, and close collaboration across regions. India plays a key role in providing 24x7 operational and technical support for Payments customers globally. Role Overview The Customer Support Engineer - Grade 8 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 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 Qualifications Core Technical Skills 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 responsibilitie...