Application Support Analyst

Bottomline; Theale; On-site; GBP 30,000 - 45,000; Full time

Job summary

A financial technology company is looking for a Technical Support Engineer to enhance customer satisfaction by troubleshooting technical issues and providing timely feedback on software solutions. The ideal candidate will have a University Degree in IT or a related field, proficiency in Linux and SQL, and 1-2 years of relevant experience. Exceptional analytical skills and a commitment to customer service are essential for success in this role, which entails managing multiple cases and delivering high-quality technical directives.

Qualifications

• 1-2 years experience in a similar role.
• Experience with Linux operating systems is essential.
• Proficiency in SQL queries & commands is required.

Responsibilities

• Troubleshoot technical issues to ensure customer satisfaction.
• Resolve or escalate cases using ITIL procedures.
• Track and update cases in ITSM management system.

Skills

Analytical skills

Problem-solving abilities

Customer service orientation

Multi-tasking abilities

Education

University Degree in IT or equivalent

Tools

Linux

SQL

K8S

Docker

Job description

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 30 years of experience and moving more than $10 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

The Technical Support Engineer will have a key role in the Customer satisfaction by troubleshooting technical issues, provide timely and accurate customer feedback, among other duties on our software solutions and platforms.

• Follow‑up, resolve or escalat[e] of cases using ITIL procedures
• Track, describe and update the cases in our ITSM management system
• Communicate clearly with the different internal, third party and client teams
• Manage multiple cases in parallel
• Analyse, understand, and reproduce situations existing within our products
• Define and request configuration and code solutions
• Deliver high quality technical directives

Knowledge & Experience

• University Degree in IT or equivalent such as Engineering school and between 1 to 2 years’ experience in a similar role.
• Experience with Linux machine operating systems is a must
• Proficiency with SQL queries & commands required
• A working understanding of ITIL processes. ITIL 4 foundation certification would be a plus.
• Experience with Knowledge base management using KCS methodology is a plus
• Working experience with K8S and Docker is advantageous
• Knowledge of Fintech environment would be an advantage

Personal Attributes

• Proven analytical and problem‑solving abilities.
• Ability to effectively prioritise and execute tasks in a high‑pressure environment.
• Exceptional customer service orientation.
• Experience working in a team‑oriented, collaborative environment
• To be rigorous, methodical, and organised
• Sense of responsibility appropriate to the banking industry
• Exceptional oral and written communication skills
• Highly self‑motivated and directed.
• Multi‑tasking abilities
• fluent in English (German would be advantageous)