Support Manager

Support Manager

Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team!

Bottomline Technologies Digital Banking and Business Solutions division serves a variety of top-tier banks and financial institutions. We provide our customers with web-based software for online banking, payments management, cash management, treasury, and accounts payable automation. We are seeking an incredible new team member to fulfil support and ensure customer delight.

This role will be integral in providing technical leadership, creating and upholding operational best practices and participating in the management of a team of technically talented Production Support Engineers responsible for the care and support of some of our largest customers. We are looking for an expert at troubleshooting complex customer production problems in a variety of environments, including on-prem and hosted application environments. You have senior level technical experience and enjoy sharing in that knowledge for the betterment of the group at large, have served in leadership capacity and can mentor team members on driving problems to resolution with an eye on creating the best outcomes for our customers and our business.

If you answer YES to the below questions, we would love to speak with you! 1. Do you have strong troubleshooting skills, excel at problem solving and thrive in a fast-paced environment? 2. Do you enjoy mentoring teams technically and professionally to gather issue information, driving to resolution and aim for providing high caliber service to customers? 3. Would you excel at collaborating with leaders and teams in Customer Success, Services, Product Management and Engineering to solve customer and operational problems? 4. Know the world of banking, payments, or financial services 5. Communicate clearly with technical and non-technical audiences, including C-level

How you'll contribute:

• Identify new ideas for growth and increasing customer satisfaction
• Analyze case trends to determine high impact requirements to improve quality, resiliency and proactive monitoring. Collaborate with the management team on setting best practices or adjusting operational coverage to meet demands.
• Participate in managing SLA's and KPI's to ensure the team is meeting or exceeding our expectations
• Participate in the creation and maintenance of standard operating procedure documentation and training materials.
• Lead and have ability to dig in technically on production support, troubleshooting and maintenance
• Lead and coach on remotely and locally debugging code for multiple applications using the Bottomline standard tools on BT technology and architecture
• Lead the Support team in troubleshooting with the Implementations and Delivery Teams on defect resolution and solution delivery. Work with L3 teams on incidents and defects.
• Provide training, mentoring and coaching as appropriate. Ensure that PSE's are complying with Bottomline process and OKRs.
• Oversee and lead in the development and maintenance of SQL and script monitors
• Manage "after-hours" high-severity issue support

What will make you successful:

• Experience Level - 10+ years.
• 2-3 years of experience in a leadership or team lead role within a technical support organization.
• 4-5 years of hands-on experience in a Production Support or technical troubleshooting role.
• Bachelor's degree in Computer Science, Engineering, IT Management, or a related field.
• Solid understanding of web application development using Java J2EE, Oracle, and SQL.
• Familiarity with HTML, JavaScript, and server-side technologies.
• Strong communication skills and ability to manage shifting priorities with professionalism.
• Experience supporting enterprise-level, web-based applications throughout their lifecycle.

We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.