Expert ACH Support Engineer
WFA Digital Insight
The demand for skilled support engineers in the financial services sector has seen significant growth, with a 25% increase in job postings over the past year. This Expert ACH Support Engineer role at Finastra stands out due to its focus on mission-critical payments platforms. Candidates should be prepared to demonstrate strong technical expertise in ACH payments and FGPP flows, as well as excellent problem-solving skills. With the rise of digital payments, professionals with expertise in this area are in high demand. Before applying, candidates should be aware of the complex and high-impact nature of customer issues they will be handling and the need for operational excellence and collaboration with cross-functional teams.
Job Description
About the Role
As an Expert ACH Support Engineer at Finastra, you will be part of a global leader in financial services software, supporting mission-critical solutions across Lending, Payments, and Universal Banking. Your primary focus will be on NACHA (ACH) payments and FGPP (Global Payments Platform), providing advanced functional and technical support to customers. This role requires strong domain expertise, operational rigor, and close collaboration across regions.The Customer Support Engineer role is a senior individual contributor position within the Payments Customer Support organization, operating independently on complex issues, mentoring junior engineers, and partnering closely with Product, Engineering, and Infrastructure teams. You will own complex, high-impact customer issues end-to-end, reducing operational risk, contributing to backlog reduction, enabling self-service, and improving resolution quality.
What You Will Do
- Provide expert-level functional and technical support for Payments platforms, emphasizing 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.
- Actively 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.
- 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.
What We Are Looking For
- 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.
- Strong problem-solving skills and the ability to work independently on complex issues.
- Excellent communication and collaboration skills, with the ability to work closely with cross-functional teams.
Nice to Have
- Prior experience in a senior support engineer role or similar position.
- Knowledge of NACHA/ACH payments and FGPP flows.
- Experience with Agile development methodologies.
- Certification in relevant technical areas, such as Oracle or SQL.
Benefits and Perks
- Competitive compensation package.
- Opportunity to work with a global leader in financial services software.
- Collaborative and dynamic work environment.
- Professional development opportunities, including training and certification programs.
- Flexible remote work arrangements.
- Access to cutting-edge technology and tools.
- Recognition and reward programs for outstanding performance.
How to Stand Out
- To stand out in your application, ensure your resume and cover letter highlight specific examples of technical expertise in ACH payments and FGPP flows.
- Prepare to discuss complex technical issues during the interview process, demonstrating your problem-solving skills and ability to work independently.
- Showcase your understanding of the operational and compliance impact of payments issues and how you have supported customers in similar contexts.
- Familiarize yourself with Finastra's products and services to demonstrate your interest in the company and role.
- Be prepared to provide examples of how you have driven improvements in First Contact Resolution and Mean Time to Resolution in previous roles.
- Consider creating a portfolio or examples of your work, such as Knowledge Articles or technical guides, to demonstrate your skills and experience.
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