At a glance
- Location
- UK, Theale (Reading)
About 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.
- This is a varied role combining technical troubleshooting, customer communication, monitoring, problem management and continuous improvement.
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.
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.
- A degree in Computer Science or a related field, or equivalent relevant professional experience.
Skills
- Linux
- Unix
- Windows
- SQL
- Salesforce Service Cloud
- Jira
- Python
- PowerShell
- ELK
- Grafana
