Expert ACH Support Engineer

This is a fully remote position, open to applicants in New York.

📋 Description

• Deliver expert-level functional and technical assistance for Payments platforms, focusing on NACHA / ACH processing and FGPP flows.

• Take ownership of complex, high-severity customer issues throughout the entire support lifecycle, including investigation, resolution, validation, and communication with customers.

• Serve as a senior escalation point for issues that affect customer operations and business continuity.

• Analyze and troubleshoot NACHA file creation, validation, settlement, returns, and exceptions.

• Recognize the operational and compliance implications of payments issues and provide appropriate support to customers.

• Enhance First Contact Resolution (FCR) and Mean Time to Resolution (MTTR) through precise triage and effective root cause analysis.

• Identify recurring issues and collaborate with Product and Engineering teams to implement permanent solutions.

• Develop and maintain high-quality Knowledge Articles (KAs) for recurring issues, known errors, and standard operating procedures.

• Facilitate self-service and case deflection initiatives by ensuring that knowledge is clear, reusable, and consistently applied.

• Offer guidance and mentorship to junior engineers, promoting independent resolution and skill enhancement.

• Collaborate with Product, Engineering, Infrastructure, and Release teams to diagnose defects, validate fixes, and assist with deployments.

• Participate in disaster recovery exercises, upgrades, and change events, including testing and post-change validation.

⛳️ Requirements

• Experience with SQL / Oracle Database.

• Capability to write and interpret SQL queries for troubleshooting and analysis.

• Familiarity with Oracle databases, including schemas, tables, and audit data.

• Experience supporting enterprise-scale, transaction-intensive production systems.

• Basic knowledge of Linux / Unix environments (logs, processes, permissions).

• Understanding of application logs, batch processing, schedulers, and message queues.

• Knowledge 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).

• Familiarity with payment lifecycles, validations, queues, exceptions, and repair processes.

• Knowledge of 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 in regulated production environments with formal incident, problem, and change management processes.

• Ability to work within SaaS / PaaS / hybrid hosting models.

• Strong root cause analysis skills, focused on durable fixes and minimizing case reopens.

• Ability to create and sustain reusable support knowledge.

• Skill in translating 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.