Technical Support Engineer

Why Choose Bottomline?

Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team!

The Role:

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.  

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.