Technical Support Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing!
 

We're committed to bringing passion and customer focus to the business.

Essential Duties and Responsibilities:

Deployment Execution

• Manage service requests from the personal backlog queue, updating customers with regular updates, effective and clear communication. 
• Liaison between bank and client managing bank reporting and payment troubleshooting.
• Support FTP/H2H connections, encryption/decryptions, certificate renewals, Bank/Kyriba/ERP APIs, Swift Protocols Fin/FileAct channels, etc.
• Participate in connectivity projects and migrations including bank connections and third parties’ integrations to our clients (sftp, API, certificate renewal, encryption…).
• Cross training in functional modules within the Kyriba application.
• Develop understanding of Cash Management, Cash Positioning and Forecasting, Liquidity Management, Payments and Payment Interfaces.

Communication

• Strong verbal and written communication skills, with the ability to communicate difficult/sensitive information tactfully.
• Ability to produce high-quality and clear product guidance..
• Ability to understand and resolve customer issues.
• Facilitates effective client meetings.
• Resolves and/or escalates issues in a timely fashion.

Client Management

• Effectively sets and manages client expectations.
• Focus on client satisfaction by providing quality answers, understanding the impact of potential issues on client’s day to day, and showing empathy toward the client’s situation.
• Coordinate with Kyriba functional teams (Prod Mgt, Dev, Prof Serv, Sales, and Prod Support) to manage client issues in a timely and effective manner.
• Continually seeks opportunities to increase customer satisfaction and strengthen client relationships.
• Strong organizational skills to work on multiple clients and cases at one time.

Career Development

• Seeks and participates in development opportunities above and beyond standard Kyriba training.
• Improves Kyriba product knowledge by attending Kyriba training sessions and acquiring new certifications.

Education, Experience and Skills:

• Baccalaureate or Graduate degrees in Finance or IT or relevant work experience.
• Professional communication skills both verbally and written. Ability to discuss complex issues with banks, partners and Kyriba clients. Ability to deal with difficult callers and to work calmly and professionally under pressure.
• Logical approach to troubleshooting including good analytical and problem solving skills.
• Previous experience working on H2H connections, SFTP/FTP. SWIFT, AL2 a plus.
• Understanding of technical protocols such as TCP/IP, LAN/WAN, SSO, SAML 2.0, API a plus.
• Previous customer facing or project consulting roles are a plus.
• Capability to work with teams in multiple countries, across time zones.

Comprehensive benefits package may be found here:  www.kyriba.com/company/careers/benefits/

Kyriba believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship, and genetic information. See EEO is the Law. 

If reasonable accommodation is needed to participate in the job application or interview process and/or to perform essential job functions, please send an email to HR_NORAM@kyriba.com