Position Title: Technical Support Engineer

Location: Prishtinë, Kosovo, Hybrid

Key Skills: Windows, Linux, Support

Who Are We?

Bottomline are aligned to lead the business payments industry by removing complexity, and uniquely addressing the changing needs of how businesses pay and get paid.

A journey that goes around the world serving financial institutions and companies in more than 90 countries, head quartered in Portsmouth, New Hampshire US, with offices situated across Europe and Asia.

This role is based in Kosovo, the office is set in the heart of Prishtinë embassy territory. The teams deliver critical development with our emergent technologies and products, facilitating growth in both customer delight and new markets. Our mission for Prishtinë allows us to continuously learn, innovate, facilitate, and motivate knowledge sharing together while attracting the best talent in Kosovo and its neighbouring countries.

Culture and Values

We are one global team, creating customer delight, who are strongly committed to maintaining our culture, and ensuring our values and principles are lived out daily.

We empower each other to think like owners, building a company of which we can all be proud of and produce results collaboratively.

Strongly committed to sharing ideas, innovating, and supporting one another, both personally and

professionally on our global business payments journey. We are in it together, tried, and true.

See the people behind the best payments business tell their stories here

Role

As a Technical Support Engineer you will support Cyber Fraud and Risk Management (CFRM) projects on a variety of issues facing customers. You will be responsible for monitoring, 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 are just some of the benefits this role has to offer. You will be vital to Bottomline’s success as they provide timely and efficient fixes and updates to keep our customers happy.    

Responsibilities

• Assisting customers with a wide range of queries within a structured case management discipline, providing efficient and accurate resolutions while achieving required Service Level Agreements 
• Working with other teams within the business to obtain resolution where you are not able to resolve the case independently 
• Triaging new support requests and communicating with customers to collect necessary information, get clarification, and keep them updated on status
• Analysing configurations, workflows, and code to identify defects in Cyber Fraud and Risk Management (CFRM) solutions
• Making use of logs, and the stack traces within, to navigate around code at both the implementation and product levels to investigate customer tickets
• Installing software from the CFRM suite and implementing projects in a lab environment to reproduce/investigate issues, and test fixes
• Contributing to automation tools/reports that improve support of both internal and external customers

About you?

• 1+ years of Support and customer facing experience preferred.
• 1+ year object-oriented programming experience, Java preferred
• Solid experience in Windows and Linux or other UNIX based OS
• Excellent written and verbal communication skills (English) with the ability to explain complex technical problems to non-technical audiences
• Have a positive and all-in attitude
• Believe in producing results and contributing to our purpose of delighting customers
• Continuously learning, growing and knowledge sharing to win and grow

Desirable Qualities

Having a good working knowledge or understanding of these skills and experience will be beneficial but not essential, as our inclusive goals consider aptitude and long-term growth.

• University Degree or Equivalent
• Self-starter, drive to innovate
• Banking or payments knowledge
• Knowledge and experience of providing support to customers through remote access software 
• Experience of case management within a CRM environment
• Experience of multi-tasking whilst maintaining quality customer interactions

Bottomline are proud to be an equal opportunity employer. We are committed to treating all individuals in a fair and equal manner by creating an inclusive and open environment.

We welcome applications from people with disabilities, accommodations are available upon request for candidates to take part in the full recruitment and selection process, please contact EMEA Talent Team