Expert ACH Support Engineer

🕒 Yesterday

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Finastra

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2017

💳 Fintech

💸 Finance

🏦 Banking

💰 Grant on 2021-02

Fintech • Finance • Banking

Finastra is a leading global provider of financial software solutions that empower financial institutions to unlock the power of open finance. The company offers market-leading solutions in lending, payments, treasury and capital markets, and universal banking. Finastra serves financial institutions of all sizes by providing a comprehensive portfolio of end-to-end solutions that improve customer experiences, increase transparency, and streamline operations. With a focus on innovation and collaboration, Finastra helps its clients leverage new technologies to optimize costs, mitigate risks, and accelerate growth in the financial sector.

📋 Description

• 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 • Analyze and troubleshoot NACHA file creation, validation, settlement, returns, and exceptions • Understand the operational and compliance impact of payments issues and support customers accordingly • 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 • 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 • 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.

🎯 Requirements

• SQL / Oracle Database experience • Ability to write and interpret SQL queries for troubleshooting and analysis • Experience working with Oracle databases, including schemas, tables, and audit data • 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 • Understanding of system-to-system integrations, APIs, and file-based interfaces • Experience with messaging or middleware concepts (queues, retries, wait states) • 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) • Experience supporting regulated production environments with formal incident, problem, and change management processes • Ability to work within SaaS / PaaS / hybrid hosting models. • Strong RCA skills, with emphasis on durable fixes and reduction of case reopens • Ability to create and maintain reusable support knowledge • Ability to translate technical findings into clear documentation • Willingness to adopt and support AI-assisted support tools.

🏖️ Benefits

• Unlimited vacation, subject to local regulations and business priorities. • Hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave. • Access confidential one-to-one support through our Employee Assistance Program. • Connect with our network of Wellbeing Champions and Gather Groups. • Monthly events and initiatives designed to help you thrive—inside and outside of work. • Medical, life and disability insurance. • Retirement plans, lifestyle, and other benefits. • Paid time off for volunteering and donation-matching opportunities to support causes that matter to you. • Involvement in inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra. • Access online learning and accredited courses through our Skills & Career Navigator tool. • Participation in our global recognition program, Finastra Celebrates, and regular employee surveys.