Technical Support Engineer

We are looking for a customer-focused Technical Support Engineer to support Bottomline's Financial Messaging platforms and services. Sitting between our front-line Support and Operations teams, you will take ownership of technical customer issues that require deeper investigation, broader system access or small operational changes. You will help resolve issues quickly, reduce pressure on specialist Operations and Engineering teams, and improve the overall customer experience. This is a varied role combining technical troubleshooting, customer communication, monitoring, problem management and continuous improvement. You will also have opportunities to use automation, scripting and emerging technologies to improve existing support processes. You do not need to arrive with extensive payments knowledge. We are particularly interested in people with strong technical foundations, curiosity and the ability to learn quickly in a changing environment.

Responsibilities

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

Requirements

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

Nice to have

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