Technical Support Engineer

Bottomline is a global leader in business payments and cash management. This role is a customer-focused Technical Support Engineer who supports Bottomline’s Financial Messaging platforms and services, sitting between front-line Support and Operations teams to resolve technical customer issues requiring deeper investigation and broader system access.

What You’ll Do

• Own and resolve technical support cases relating to Financial Messaging platforms and services
• Investigate complex application, platform and infrastructure issues and progress cases through to resolution
• Monitor systems and services proactively to identify and resolve potential issues before they affect customers
• Complete small-scale operational changes including configuration updates and certificate-related activities
• Create and maintain technical documentation, troubleshooting guides and internal knowledge articles
• Identify repetitive tasks and use scripting, automation tools or AI-enabled solutions to improve efficiency and service quality

What You Need

• 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
• 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
• Linux

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