FinTech Technical Support Engineer – Payments Platform

Bottomline

Reading

On-site

GBP 45,000 - 65,000

Full time

5 days ago

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Job summary

Bottomline is seeking a customer-focused Technical Support Engineer to support our Financial Messaging platforms and services. You will own and resolve technical issues, collaborating with Service Desk, Operations, Product, Engineering, DevOps and SRE teams to improve the customer experience.

You will monitor systems, perform small operational changes, and use scripting/automation to drive efficiencies. Prior experience in payments tech is helpful, but a solid technical foundation and curiosity

Qualifications

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.

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.