The Role
Provide advanced technical support for financial messaging platforms, investigating application, infrastructure, and platform issues through resolution. Responsibilities include customer communication, system monitoring, operational changes, root-cause analysis, documentation, and process improvement. The role collaborates with support, operations, engineering, DevOps, and SRE teams while using scripting, automation, and AI-enabled tools to improve service quality.
Summary Generated by Built In
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.
- 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.
- 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.
- 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.
In this role, you will help customers receive faster, clearer and more consistent technical support. You will resolve issues at the appropriate level, reduce unnecessary escalation to specialist teams and identify opportunities to make our processes more efficient. Over time, you will build deeper knowledge of Bottomline’s Financial Messaging environment and take ownership of a broader range of technical and operational activities.
We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.
Skills Required
- Experience in technical support, application support, service operations, or IT operations
- Strong technical aptitude and structured troubleshooting and problem-solving skills
- 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 with ticket-management platforms such as Salesforce Service Cloud and Jira
- Strong customer-service and technical communication skills
- Ability to own issues and drive them through resolution
- Ability to collaborate across multiple technical teams
- Curiosity, adaptability, and ability to learn applications, technologies, and business processes quickly
- Degree in Computer Science or a related field, or equivalent relevant professional experience
- Familiarity with SWIFT messaging, financial messaging platforms, or payment technologies
- Experience using automation tools, AI agents, or AI-enabled technologies in support or operations
- Exposure to Python or PowerShell scripting
- 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 with ITIL-aligned service-management processes
- ITIL Foundation or related service-management certification
- Experience supporting SaaS, fintech, or regulated technology services
Bottomline Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Bottomline Technologies and has not been reviewed or approved by Bottomline Technologies.
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Healthcare Strength — Comprehensive medical, dental, vision, and mental‑health/EAP coverage is available, with recent changes to U.S. medical partners intended to improve access and value.
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Leave & Time Off Breadth — Paid holidays, sick time, bereavement, generous PTO, and parental/family medical leave are included and positioned as core parts of the offering.
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Retirement Support — A 401(k) program is provided, with indications of employer match supporting longer‑term savings.
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The Company
What We Do
Bottomline (NASDAQ: EPAY) makes complex business payments simple, smart, and secure. Corporations and banks rely on Bottomline for domestic and international payments, efficient cash management, automated workflows for payment processing and bill review, and state of the art fraud detection, behavioral analytics and regulatory compliance solutions. Thousands of corporations around the world benefit from Bottomline solutions. Headquartered in Portsmouth, NH, Bottomline delights customers through offices across the U.S., Europe, and Asia-Pacific.
