Software Support Analyst

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 escalate 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

• 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)

Customer delight is the foundation of Bottomline's business.

It leads their guiding principles. It defines their innovation to address new opportunities and solve real problems, anticipating ones customers don't even know they have. It drives who and how hire - to create world-class products and experiences that help businesses and financial institutions pay and get paid.