Senior Software Support Engineer

Bottomline Technologies

Provide 3rd Level support for TX applications and services.

Troubleshoot, diagnose, and resolve complex issues across .NET Core/.NET 8 backend services.

Analyze production incidents related to payments, bank connectivity, cash visibility, and forecasting workflows.

Perform deep debugging and root cause analysis, escalating to engineering teams when required.

Develop and deploy production hotfixes when required, following change and release procedures.

Enhance the in house AI based alerting and monitoring system.

• Incident Management & Communication

Handle support tickets based on defined priorities and SLAs.

Provide continuous status updates and resolution feedback to the Support Lead and stakeholders.

Support internal and external stakeholders via email, MS Teams, and ticketing systems.

Participate in on-call rotation and support activities outside of standard office hours.

• Cloud & Platform Support

Support cloud-native services running on Azure (AKS, Azure Functions, Azure Service Bus).

Investigate issues related to containerized workloads, messaging, and event-driven systems.

Monitor system health, performance, and availability in collaboration with DevOps teams.

• Database & Data Investigation

Troubleshoot data-related issues using PostgreSQL.

Write and execute SQL queries to investigate incidents and validate data integrity.

Assist with identifying data inconsistencies, performance issues, and transactional errors.

• Quality, Documentation & Continuous Improvement

Maintain and update support documentation, runbooks, and customer alerts.

Contribute to knowledge base articles and known-issue documentation.

Participate in post-incident reviews and recommend preventive or corrective actions.

• Cross-Team Collaboration

Work closely with Engineering, QA, DevOps, Architecture, and Product teams.

Participate in daily stand-ups, incident reviews, and technical discussions.

Support training sessions and knowledge transfer activities to improve overall support readiness.