What will you contribute?The
Expert ACH Engineer 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 & Deliverables: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 Skills & Experience: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 responsibilities
- Strong RCA skills, with emphasis on durable fixes and reduction of case reopens
Knowledge Management & Automation Readiness- Ability to create and maintain reusable support knowledge
- Ability to translate technical findings into clear, customer-usable documentation
- Willingness to adopt and support AI-assisted support tools (guided triage, response suggestions, KA discovery)
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 need to be located in posted location or their immediate surrounding areas. Due to the requirements of this position, this job posting is not available for, and Finastra will not be considering any applicants who currently reside in New York City or California.
