Expert ACH Support Engineer

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.

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.

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 FGPP payment processing, message flows, routing, and operational controls

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

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 (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

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

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

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

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

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)

Work on global, mission‑critical payment platforms supporting leading financial institutions

Operate in a senior technical role with exposure across regions and functions

Be part of a Payments support organization focused on quality, resilience, and scalability , not just ticket volume

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we stand for:

Flexibility: Enjoy unlimited vacation, subject to local regulations and business priorities. Benefit from hybrid working arrangements and inclusive policies such as paid time off for voting, bereavement, and sick leave.

Well‑being: Access confidential one‑to‑one support through our Employee Assistance Program, connect with our network of Wellbeing Champions and Gather Groups, and take part in monthly events and initiatives designed to help you thrive—inside and outside of work.

Health & Financial Security: Medical, life and disability insurance, retirement plans, lifestyle, and other benefits.*

Sustainability: Paid time off for volunteering and donation‑matching opportunities to support causes that matter to you.

Inclusion: Get involved in our inclusion communities, such as Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, and Women@Finastra—open to everyone who wants to participate and contribute.

Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.

Recognition: Take part in our global recognition program, Finastra Celebrates, and share your voice through regular employee surveys that help shape our culture and ways of working.

*Specific benefits may vary by location.

At Finastra, each individual is unique—bringing their own ideas, perspectives, cultural backgrounds, and experiences. We learn from one another, value what makes us different, and create an environment where everyone feels included, supported, and able to be their authentic selves.

Be unique. Be exceptional. Help us make a difference at Finastra.

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.