Technical Integrations Engineer

Who are We?

Bottomline is at the forefront of digital transformation. We are a growing global market leader uniquely equipped to address the changing needs of how businesses pay and get paid. Our culture of Working with and for each other enables us to delight our customers. We empower our teams to think like owners driving customer delight, helping them grow their business and win in their markets.

Position Summary:

We are seeking a talented Technical Integrations Engineer to provide support on Paymode-X and Nexus Systems integrations.  As a member of the Tier II Support Team, you will be responsible for providing second level support to both end users and internal customers by handling service requests that have been escalated by lower tiers. This role will be responsible for delivering high levels of customer service using backend tools to log and track any requests, issues or questions reported by our customers.  Your main goal will be to ensure the effective tracking and resolution of issues escalated to Tier II while providing an excellent client experience. The Tier II Support Engineer will also support the implementation team with tasks related to onboarding new customers, configuration changes as well as application and integration troubleshooting.

Paymode-X and Nexus Systems are rapidly growing AP Automation solutions. We are seeking a highly motivated professional who is eager to grow, learn, and gain new skills in the software industry. Ideal candidates are team-oriented, customer-focused, and driven with a positive attitude. Most importantly, the candidate is a self-sufficient critical thinker.

This person will be able to work remotely with occasional/infrequent visits to our Portsmouth, NH office to work. Person should be within driving distance of Portsmouth, NH 

How you’ll contribute:

• Provide outstanding customer service for all inbound inquiries from our customers, both internal and external.
• Actively manage assigned tickets to ensure daily updates are provided to customers and proactive internal follow up is performed.
• Thoroughly document findings, next steps, best practices, and learnings in tickets. Contribute to team documentation to facilitate knowledge sharing.
• Research and resolve difficult and complex problems escalated from cross-functional team members.
• Configure and maintain application configurations according to customer needs.
• Support onboarding of new customers by troubleshooting issues during client UAT.
• Executing database queries upon request to provide information or troubleshoot issues.
• Work cross-functionally to:
• Collaborate on issue resolution and escalate issues requiring code changes to Tier 3 and/or Professional Services.
• Report application defects and propose/design roadmap suggestions to product teams.

• Draft and maintain use cases or other supporting documentation for enhancements or new features.
• Scheduling technical web work sessions with clients and partners.
• Deliver and perform against position and team performance metrics.
• Mange client-specific support related projects assigned by the support management team.
• Perform additional responsibilities as defined by the support management team.
• Understand and communicate the nuances of each ERP system within product offering as it relates to individual customers and BT systems.

The Skills that will make you successful:

• 2+ years of experience providing application support for software business applications.
• SQL knowledge with the ability to write SQL queries.
• Working knowledge and understanding of APIs, ETL and other integration methods.
• Experience testing and troubleshooting APIs using tools such as Postman and SoapUI.
• Working knowledge of common application configuration formats XML, JSON, YAML, DSL.
• Robust problem-solving skills with experience in using diagnostic tools.
• Must have strong written and communication skills, including the ability to effectively interact with internal teams, partners, and customers.
• Ability to manage competing priorities and set expectations accordingly.
• Candidates must be eligible to work in the US for any employer.

Desired but not required:

• Bachelor’s degree in information systems, Communications, Business Administration, Technology or equivalent education and experience.
• Familiarity with financial and ERP systems or software support.
• ERP/Accounting systems / Payments / Invoice Automation / Financial Industry experience of 2-4 years
• Experience working out of ticketing systems.

You’ll love Bottomline because in everything we do we seek to delight our customers and we are passionate about building a company of which we can all be proud, and this starts with building amazing teams filled with team members that challenge you every day. 

Start your #LifeAtBottomline

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