Application Support Analyst

Who Are We?Bottomline is on a mission to be the world's leading business payments company, aligning our team to the common purpose of transforming the way businesses pay and get paid.Its is a journey that goes around the world serving financial institutions and companies in more than 90 countries. Our offices across EMEA are conveniently positioned to enable a fulfilling and flexible, hybrid work-life balance. Places to collaborate and share knowledge across multidisciplinary teams, the offices also provide the perfect space to meet virtually with our colleagues across time zones.Offices in Theale, London, Paris, Geneva, Zurich, Or Yehuda, Beirut and Prishtinë cover our financial technology solution suite and delivery model, supporting our customers across sales, programme management, operations, technical support, and development hubs.RoleThe 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 proceduresTrack, describe and update the cases in our ITSM management systemCommunicate clearly with the different internal, third party and client teamsManage multiple cases in parallelAnalyse, understand, and reproduce situations existing within our productsDefine and request configuration and code solutionsDeliver high quality technical directivesKnowledge & ExperienceUniversity Degree in IT or equivalent such as Engineering school andbetween 1 to 2 years' experience in a similar role.Experience with Linux machine operating systems is a mustProficiency with SQL queries & commands requiredA working understanding of ITIL processes. ITIL 4 foundation certification would be a plus.Experience with Knowledge base management using KCS methodology is a plusWorking experience with K8S and Docker is advantageousKnowledge of Fintech environment would be an advantagePersonal AttributesProven 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 environmentTo be rigorous, methodical, and organisedSense of responsibility appropriate to the banking industryExceptional oral and written communication skillsHighly self-motivated and directed.Multi-tasking abilitiesfluent in English (German would be advantageous)