Technical Support Engineer

The Role:

How you’ll contribute:

• Own and resolve technical support cases relating to Bottomline’s Financial Messaging platforms and services.
• Investigate complex application, platform and infrastructure issues, progressing cases through to resolution.
• Work within agreed service levels, helping to reduce resolution times and improve the customer experience.
• Communicate clearly and professionally with customers, keeping them informed throughout the investigation and resolution process.
• Monitor systems and services proactively, identifying and resolving potential issues before they affect customers.
• Complete small-scale, low-risk operational changes, including configuration updates and certificate-related activities.
• Work closely with Service Desk, Support, Operations, Product, Engineering, DevOps and SRE teams.
• Participate in problem management, root cause analysis and follow-up activity.
• Create and maintain technical documentation, troubleshooting guides and internal knowledge articles.
• Identify repetitive tasks and opportunities to improve or automate existing support processes.
• Use scripting, automation tools or AI-enabled solutions where appropriate to improve efficiency and service quality.
• Follow established access, security, change-management and operational-control processes.

What will make you successful:

• Experience in a technical support, application support, service operations or IT operations environment.
• Strong technical aptitude and a structured approach to troubleshooting and problem solving.
• Working knowledge of Linux or Unix and Windows environments.
• Experience using SQL to investigate data or application issues.
• Familiarity with monitoring and diagnostic tools.
• Experience working with ticket-management platforms such as Salesforce Service Cloud and Jira.
• Strong customer-service skills, with the ability to explain technical information clearly to different audiences.
• The ability to take ownership of issues and drive them through to resolution.
• A collaborative approach and confidence working across multiple technical teams.
• Curiosity, adaptability and the ability to learn new applications, technologies and business processes quickly.
• A degree in Computer Science or a related field, or equivalent relevant professional experience.

It would be great if you also have, but not essential:

• Familiarity with SWIFT messaging, financial messaging platforms or payment technologies.
• Practical experience using automation tools, AI agents or other AI-enabled technologies within a support or operational environment.
• Exposure to scripting languages such as Python or PowerShell.
• Understanding of DevOps or Site Reliability Engineering practices.
• Experience with observability tools such as ELK or Grafana.
• Knowledge of certificates, secure communications or certificate lifecycle activities.
• Experience working within ITIL-aligned service-management processes.
• ITIL Foundation or a related service-management certification.
• Experience supporting SaaS, fintech or other regulated technology services.

What Success Looks Like: