The Role
As Senior Support Engineer you will work with Risk Solutions’ systems to triage and resolve technical issues that include triaging, troubleshooting, communicating, planning, implementing, testing, and documenting. Some issues will be worked and resolved entirely by the Support Engineer directly, while others will need escalation and liaison with other teams at Bottomline. Working with new technologies, the satisfaction of helping customers and improving our products, and collaborating with others - from project managers to system administrators – are just some of the benefits this role has to offer. Support Engineers are vital to Bottomline’s success as they provide timely and efficient fixes and updates to keep our customers happy.
- Triaging new support requests and communicating with customers to collect necessary information, get clarification, and keep them updated on status
- Analyzing configurations, workflows, and code to identify defects in Bottomline’s Risk Solution software
- Implementing fixes for defects
- Contributing to automation tools/reports that improve support of both internal and external customers
- Creating/updating documentation and wiki articles
- Providing regular updates to Customer Service about the status of support requests
- Join calls with financial institution customers and other teams at Bottomline representing and fielding questions on Bottomline’s Risk Solutions
- Monitoring production environments with participation in on-call rotations
If you have the attributes, skills, and experience listed below, we want to hear from you.
- 4 year college degree (in CS or related field) or equivalent work experience
- 2+ years of Support and customer facing experience
- Good understanding of RDBMS concepts; development experience with Oracle, MySQL or similar
- Java experience
- Solid experience in Windows and Linux or other UNIX based OS
- Experience with Network hardware, Network capturing devices, and Network protocols is a plus.
- Excellent written and verbal communication skills (English) with the ability to explain complex technical problems to non-technical audiences
